Job Description
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
About Texas A&M AgriLife
Texas A&M AgriLife is comprised of the following Texas A&M University System members:
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 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:
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 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.
