Customer Service Associate I

**Job Title** Customer Service Associate I **Agency** Texas A&M Agrilife Research **Department** Dean's Office Staff **Proposed Minimum Salary** Commensurate **Job Location** College Station, Texas **Job Type** Staff **Job Description** **About Texas A&M AgriLife** Texas A&M AgriLife is comprised of the following Texas A&M University System members: * [Texas A&M AgriLife Extension Service](https://agrilifeextension.tamu.edu/) * [Texas A&M AgriLife Research](https://agriliferesearch.tamu.edu/) * [College of Agriculture and Life Sciences at Texas A&M University](https://aglifesciences.tamu.edu/) * [Texas A&M Forest Service](https://tfsweb.tamu.edu/) * [Texas A&M Veterinary Medical Diagnostic Laboratory](https://tvmdl.tamu.edu/) As the nation’s largest most comprehensive agriculture program, Texas A&M AgriLife brings together a college and four state agencies focused on agriculture and life sciences within The Texas A&M University System. With over 5,000 employees and a presence in every county across the state, Texas A&M AgriLife is uniquely positioned to improve lives, environments and the Texas economy through education, research, extension and service. Click [**here**](https://agrilife.tamu.edu/) to learn more about how **_you_** can be a part of AgriLife and make a difference in the world! **Position Information** We are seeking a Customer Service Associate I who will serve as the primary customer service representative for the COALS Academic Advising Hub. This position is responsible for creating a welcoming, professional, and student-centered environment while providing exceptional front-line customer service to students, families, faculty, staff, and visitors. The position responds to inquiries in person, by telephone, and by email; assists students in navigating university resources; manages front desk operations; and supports the daily operations of the advising hub through outstanding customer service and operational support. **Essential Duties and Tasks:**  **75% Customer Service** * Serves as the first point of contact for students, families, faculty, staff, and visitors, creating a welcoming, professional, and student-centered environment within the advising hub. * Responds professionally and courteously to student and customer inquiries in person, by telephone, and through email. * Welcomes and checks in students for scheduled and drop-in advising appointments while managing student traffic and coordinating the flow of students throughout the advising office. * Assists students who visit the advising office without an appointment by providing basic academic advising and curricular information within established guidelines and connecting students with an academic advisor when appropriate. * Helps students navigate university systems, including scheduling advising appointments through Navigate, locating university resources, and accessing advising information. * Explains advising services, office procedures, university processes, and available student resources. * Builds positive relationships with students by anticipating customer needs, exercising sound judgment, and providing proactive, solution-oriented customer service. * Provides referrals to appropriate campus offices and university partners including Aggie One Stop, Scholarships & Financial Aid, Registrar, Student Business Services, Disability Resources, Counseling & Psychological Services, Career Center, International Student & Scholar Services, Veteran Services, and other campus resources based on student needs. * Maintains advising forms, informational materials, electronic resources, and front desk communications to ensure students receive current and accurate information. * Maintains confidentiality of student information in accordance with FERPA and university policies. * Supports the COALS Advising Standard of Care by providing timely, respectful, equitable, and customer-focused service to all students and visitors. * Supports the mission and goals of COALS Academic Advising by contributing to a positive student experience and collaborative office culture. **5% Records and Files** * Performs routine filing, scanning, and organization of student and office records. * Performs data entry, retrieval, and maintenance of advising records and databases while maintaining confidentiality. * Assists with preparation of reports, correspondence, and routine office documentation. * Maintains electronic and physical advising resources and records as needed. **20% Duty Title (for the department's use)** * Supports daily advising hub operations through coordination of front desk activities and customer service functions. * Orders, inventories, and maintains office supplies, advising materials, and reception area resources. * Maintains an organized, professional, and welcoming advising environment. * Assists with preparation of orientation sessions, advising events, outreach activities, workshops, and student success initiatives. * Coordinates incoming and outgoing deliveries and routine office operations. * Assists advisors and leadership with operational projects that improve student service and office efficiency. * Participates in staff meetings, relevant trainings, and professional development. * Maintains working knowledge of university policies, advising procedures, and campus resources necessary to provide effective front-line customer service. * Contributes to a collaborative team environment by assisting colleagues during peak advising periods and other operational needs. * Promotes professionalism, continuous improvement, and exceptional customer service consistent with the mission and values of COALS Academic Advising. **Qualifications** **Required Education:** * High school graduation or any equivalent combination of education and experience. **Required Experience:** * Two years in general office or clerical work. **Knowledge, Skills, and Abilities:** * Ability to communicate effectively, both written and verbally.  * Ability to work in a fast pace, high volume environment. * Knowledge of word processing, spreadsheet, and database applications.  * Strong customer service skills and detail-oriented. * Ability to multitask and work cooperatively with others. **Additional Information** **Machines and Equipment:** * Computer * Telephone **Other Requirements and Factors:** * This position is security sensitive. * This position requires compliance with state and federal laws/codes and Texas A&M University System/TAMU policies, regulations, rules and procedures. * All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and University safety requirements * (If applicable) This position allows alternate work location per TAMU guidelines **Why Work at Texas A&M AgriLife?** When you choose to **_work_** for Texas A&M AgriLife, you become part of an organization that is an established leader in agriculture and life sciences with a wide range of capabilities to meet the needs of our statewide, national, and international constituents. In addition, Texas A&M AgriLife offers a comprehensive benefit package including the following: * [Health, dental, vision, life and long-term disability insurance](https://www.tamus.edu/benefits/) with Texas A&M AgriLife contributing to employee health and basic life premiums  * 12-15 days of annual paid holidays   * Up to eight hours of paid sick leave and at least eight hours of paid vacation each month * Automatic enrollment in the Teacher Retirement System of Texas   * Employee Wellness Initiative for Texas A&M AgriLife **Applicant Instructions** Applications received by Texas A&M AgriLife must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to prepopulate the online application. All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check. Equal Opportunity/Veterans/Disability Employer.