Customer Service Associate II

Customer Service Associate II

Works under general supervision, supervises daily service area activities and provides customer support to a service area. The Customer Service Associate II, under general supervision, provides support for the laboratory data assembly, development of customer statements and assisting clientele with routine questions. This position involves a blend of office (75+%) and laboratory work and will include extensive training and attention to documented service laboratory's standard operating procedures and agency policies.

Responsibilities :

• Primary responsibility will include compiling customer information and laboratory analysis data into the various databases and developing client invoices / statements and reports.
• Provide first person contact with visiting clients and offer limited client phone support.
• Additional responsibilities may include assisting in one of the laboratories with weighting of samples and use of one of the laboratory's NIR spectrophotometers for non-destructive forage / plant tissue analyses.
• Work with laboratory managers to maintain and update the appropriate laboratory Standard Operating Procedures documentation.
• Greets customers and responds to difficult customer inquiries and complaints.
• Explains and applies policies and procedures. Investigates and researches customer complaints and participates in resolving problems. Assists in the development of office procedures.
• Helps train and advise staff. Compiles data to prepare correspondence, forms, reports, or other documents. Receives and processes request for service.
• Adds, verifies, retrieves, and changes customer order information. Acts as a liaison between service area and other units. Enters billing charges and may accept payments.
• Other duties as required.

Required Education and Experience : High school diploma or equivalent combination of education and experience. Three years of related experience.

Required Knowledge, Skills and Abilities : Knowledge of word processing, spreadsheet, and database applications. Strong verbal and written communication skills. Strong customer service skills and detail-oriented. Ability to type accurately and use Word, and Excel documents. Ability to multitask and work cooperatively with others.

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.