Administrative Associate III

Job Title

Administrative Associate III

Agency

Texas A&M Engineering Extension Service

Department

Infrastructure Training and Safety Institute

Proposed Minimum Salary

$18.50 hourly

Job Location

Bryan, Texas

Job Type

Staff

Job Description

The Administrative Associate III represents the Customer Care Center and the Infrastructure Training and Safety Institute (ITSI) division programs by providing advanced customer support to new and existing ITSI customers. In addition to providing customer support you will play an integral part of ensuring quality control of student records. This position accomplishes these responsibilities by answering customer calls via a multi-line “800” call center phone. This position is also responsible for providing guidance to customers regarding class registrations and student records. This position reports to the Customer Service Manager.

Required Qualifications:

• High School Diploma or GED

• Three years of related experience in general office, clerical, or customer relations experience

Required Licenses/Certifications:

• Must have a valid motor vehicle operator’s license or ability to obtain within 30 days of employment.

Preferred Qualifications: 

• Four years of customer relations experience working with student records

Physical Requirements: 

• Must be able to use computer, keyboard, and answer multi-line 800 call system telephone

• Must be able to move office supplies and files up to 20 lbs.

• Must be able to remain stationary for long periods of time as required by office environment

• Ability to travel independently by vehicle to other local TEEX locations

Knowledge, Skills, and Abilities:

• Working knowledge of word processing, spreadsheet and data entry applications, standard office equipment, and personal computer

• Ability to work independently and use discretion in making decisions in accordance with the TEEX SAPs and/or any other rules as determined by Agency compliance

• Must have good verbal and written communication and clear diction

• Must have excellent customer service skills

• Must have good interpersonal skills and ability to interact respectfully and professionally with staff, students, and external partners

• Strong attention to detail and accuracy in processing

Equipment: 

• Standard office equipment: computer, keyboard, multifunctional printer, telephone

Notifications: 

• This position is security-sensitive.

• This position requires travel up to 5% to other local TEEX locations.

• This position adheres to a normal work schedule but may be required to occasionally work beyond normal work hours as directed by supervisor.

• All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and Agency safety requirements.

• The position requires compliance with state and federal laws/codes and Texas A&M University System/TEEX regulations and procedures.

Essential Duties, Tasks, and Percentages: 

Provides customer care support for all ITSI Programs – 35%:

• Offers guidance for in-bound customer calls regarding ITSI program options, course information, class schedules, registration information, etc. and explains/applies TEEX policies and procedures as needed

• Helps customers with any registration requests/problems

• Investigates and researches customer complaints and offers problem resolution

• Applies, interprets, and communicates policies and procedures and serves as a resource for answering questions regarding policies

• Receives and processes customer class registration for ITSI training classes

• Ensures forms are complete and accurate to ensure requirements are met

• Adds, verifies, retrieves, and changes customer registrations as necessary and enters and takes payment information

• Ensures all invoicing is complete within the current training month, and completes the required correction notices as necessary

• Attends training and/or meetings at TEEX headquarters

Maintains TEEX database and Program Records - 35%:

• Reviews class records and confirms attending students with their required payments for the classes

• Ensures secure sensitive information of the students is accurately processed for ITSI class records to meet agency and state audit requirements

• Creates, maintains, completes, and reconciles class information in TEEXApps and in the class folders according to State, TAMUS and TEEX policies

• Completes records within 14 business days of the last day of the class

• Completes program specific paperwork and requirements as necessary, and within State, System and/or contract deadlines to support contract, State or another program needs

Provides administrative support to other programs as needed - 30%:

• Provides administrative support as needed throughout the division

• Assists in training others in providing efficient advanced customer service

• Provides oversight of Administrative Associate I – call center positions until training is complete

• Cross trains across the divisional programs to ensure efficient and depth for the Customer care Center

• Provides input into the development and improvement of office procedures

• May assist in the supervision of student workers

Other Duties:

• As part of the TEEX’s mission of providing training, developing practical solutions, and saving lives; this position could be required, if called upon, to deploy within the State of Texas as directed by this position’s Division Director/ HQ Department Head

• Adheres to the Managers service excellence standards and represents the Customer Care Center and customers

• Promotes teamwork by actively participating in team meetings and events and interacting positively and professionally with fellow staff members

• Performs additional work duties as assigned

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/Affirmative Action/Veterans/Disability Employer.