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Customer Service Associate III

$13.01 – $14.00 hourly

Texas A&M University

Last Updated: 5/04/22

Job Description

Customer Service Associate III

The Customer Service Associate is responsible for providing administrative, organizational, data entry, data verification, accounting, and customer service skills to the Housing Assignments Office and other units within the Department of Residence Life. The Customer Service Associate is responsible for all housing assignments and billing for different contracted semesters using enterprise level software. Other duties include serving as an information resource to all students, parents, guests, and colleagues who call, visit, and communicate with the Housing Assignments Office.

Required Education and Experience:

  • High School Diploma or GED, or any equivalent combination of education and experience.

  • Five years in general office or clerical work.

Required Knowledge, Skills, and Abilities:

  • Excellent verbal and written communication, and customer service and problem-solving skills.

  • Ability to pay attention to detail.

  • Proficiency to comprehend, apply, and enforce rules and regulations.

  • Working knowledge of word processing, spreadsheet, and database applications.

  • Ability to multi-task and work cooperatively with others.

Other Requirements:

  • This position will work Monday-Friday, 8am-5pm with a one-hour lunch break.

  • Weekend or evening work may be required occasionally.

  • This is a security-sensitive position. The individual in this position is required to handle Protected Health Information (PHI) as defined by HIPAA regulations in accordance with A&M System policy. Use of standard office equipment and personal computers.

Preferred Education and Experience:

  • Business course(s) at a collegiate level.

  • Previous experience related to customer service, fiscal transactions, and managing multiple projects.

Preferred Knowledge, Skills, and Abilities:

  • Knowledge of software packages to include the Banner/Compass, Microsoft Office, Microsoft Outlook, StarRez, and/or ZenDesk.

Responsibilities:

  • Customer Service - Serves as an information resource to students, parents, prospective students, and other departments regarding on-campus housing processes. Manages housing email accounts and responds to all inquiries. Answers phone calls and responds to online chats. Compiles data to create, maintain, and deliver correspondences to students and parents regarding housing assignments processes, roommate selection, room selection, and billing. Indirectly supervises and coaches Student Assistants in providing general housing information as it relates to the customers’ requests and oversees the front desk operations. In the absence of Student Assistants, serves as the first point of contact for the front desk in the Housing Assignments Office. Advises, coaches, and trains student staff when responding to questions and concerns to ensure they are providing the most up-to-date and accurate information to customers. Acts in a professional and mature demeanor with all customers, internal and external.

  • Administration - Enters and updates information in multiple databases. Verifies records and data entry to ensure completeness and accuracy. Determines room assignments for the Residence Halls and White Creek Apartments for multiple terms. Is responsible for knowing, explaining, and completing multiple housing processes throughout the year. Researches and resolves problems and discrepancies, and makes needed updates and corrections. Compiles data to respond to requests from other Department of Residence Life offices. Retrieves historical records to resolve disputes and provide information as requested. Updates card access using the controlled access system. Completes special projects to assist the Associate Director, Coordinator of Housing Assignments, and Program Assistant.

  • Communication - Communicates and collaborates with Residence Life staff to complete assignments processes. Is responsible for keeping all members of the Housing Assignments Office up to date on process changes regarding assignments and transactions. Serves as an information resource to other campus departments. Recruits and markets to prospective students. Is responsible for maintaining confidentiality as this position deals with highly sensitive matters. Makes recommendations for process improvement or administrative changes. Develops, updates, and shares process manuals to ensure adherence to policies and procedures within the department and office.

  • Transactions - Ensures timely and accurate billing. Responsible for validating and maintaining student billing records. Processes charges and makes adjustments using prorate tools and manual entry methods as needed. Runs and reviews daily reports for successes and failures as well as monthly reconciliation files. Verifies and uploads billing files to Student Business Services. Monitors payment provider system to updates transactions, process errors, and refund duplicate payments. On occasion, assists with purchasing for office.

  • Development - Serves as a backup to other Customer Service Associates and other Residence Life offices as needed including Conferences and Guest Services, Corps of Cadets, and University Apartments. Advances the philosophy of multiculturalism and actively promote diversity and uniqueness of each individual. Attends trainings and provides training for system operations as needed. Trains staff new to the Assignments Office in regards to housing operations and information, including professional staff and student staff. Serves on departmental, division, and/or university committees with approval from supervisor. Performs other duties as assigned.




Company Details

College Station, Texas, United States