Administrative Associate III

Job Description:

Administrative Associate III

Description

Job Title
Administrative Associate III

Agency
Texas A&M Engineering Extension Service

Department
Law Enforcement and Protective Services

Proposed Minimum Salary
Commensurate

Job Location

Job Type
Staff

Job Description

The Administrative Associate III represents the Customer Care Center and the Law Enforcement & Protective Services (LAW) division programs by providing advanced customer support to new and existing LAW customers. In addition to providing customer support, the Administrative Associate III plays an integral part of ensuring quality control of student records. This position accomplishes these responsibilities by answering customer calls via a multi‐line call center phone. This position is also responsible for providing guidance to customers regarding class registrations and student records.

This position reports to the Administrative Coordinator I.

Required Qualifications:

• High School diploma or GED.
  
• Three years of related experience in general office, clerical, or customer relations.
  

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 communicate effectively orally and in writing.
  

Knowledge, Skills, and Abilities:

• Knowledge of word processing, spreadsheet and data entry applications, standard office equipment, clerical, and office procedures.
  
• 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.
  
• Excellent communication, analytical, interpersonal, and organizational skills.
  
• Ability to multitask and work cooperatively with others.
  
• Ability to interact with customers and others respectfully and professionally. (students, vendors, staff, etc.)
  
• Ability to work with sensitive information and maintain confidentiality.
  
• Ability to work in a fast-paced environment.
  
• Ability to work independently once given a project.
  
• Ability to actively demonstrate the TEEX Values - Safety, Teamwork, Adaptability, Respect, and Stewardship.
  
• Strong attention to detail and accuracy in processing.
  
• Ability to answer Teams telephone system, screen calls and route to additional staff as needed.
  

Equipment:

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

Notifications:

• This position is security sensitive.
  
• This position may require work beyond normal office hours and/or work on weekends.
  
• This position requires compliance with state and federal laws/codes and Texas A&M University System/TEEX regulations and procedures.
  
• All tasks and job responsibilities must be performed safely without injury to self or others in compliance with System and Agency safety requirements.
  
• This position may require work beyond normal office hours and/or work on weekends.
  
• As part of 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.
  
• Ability to travel independently to other and/or remote locations by driving a personal or TEEX vehicle and/or flying on commercial airlines.
  
• This position is funded from grant and/or contract funding, which is renewed through provisions of the grantor of the contract. Therefore, this position is contingent upon continuation of funding from these grants and/or contracts, as well as satisfactory job performance.
  
• This position requires travel for up to 5% to other local TEEX locations.
  

Essential Duties, Tasks, and Percentages:

Provides customer care support for all LAW Programs - 35%

• Offers guidance for in‐bound customer calls regarding LAW program options, course information, class schedules, registration information, etc. and explains/applies TEEX policies and procedures as needed.
  
• Troubleshoot student log in issues for online classes including student mergers, portal log in support and accessing itinerary.
  
• Helps customers with any registration requests/problems including uploading of prerequisite documentation.
  
• Collaborates with Program Admin positions as necessary to ensure student prerequisites are vetted and students complete the registration process in a timely manner.
  
• Investigate and research customer complaints and offer 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 LAW 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 invoices is complete within the current training month and completes the required correction notices as necessary.
  
• Attends training and/or meetings with TEEX divisions and/or headquarters.
  
• Works with LAW Curriculum Services to identify and resolve issues with online training courses and students.
  
• Ensures purchase order preparation for invoicing is complete within the current training month and completes the required correction notices as necessary.
  
• Provides individual assistance for students enrolled in asynchronous web-based training programs.
  
• Support facility usage by checking in and out the keys and answering questions as needed.
  

Maintains TEEX database and Program Records ‐ 35%

• Add asynchronous online classes to TEEXApps.
  
• Reviews class records and confirms attending students with their required payments for the classes.
  
• Maintains student confidentiality and ensures secure sensitive information of the students is accurately processed for LAW 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 class record close out within 14 business days of the last day of the class.
  
• Maintain, scan and drop required paperwork for Agency Required (AR) and Program Required (PR) files into TEEXApps system or appropriate secure storage drive.
  
• Completes program specific paperwork and requirements as necessary, and within State,
  
• System and/or contract deadlines to support contract, State or another program needs.
  
• Ensures appropriate student data is collected and maintained for TCOLE reporting.
  

Clerical Support - 30%

• Provides administrative support as needed throughout the division.
  
• Assists in training others to provide efficient advanced customer service.
  
• Provides training and guidance to newly hired call center Administrative Associates.
  
• Cross trains across the divisional programs to ensure efficiency and depth for Customer Care
  
• Provides input into the development and improvement of office procedures.
  
• May assist in the supervision of student workers.
  
• Monitors LAW division inbox, forward emails to programs or responding as applicable.
  

Other Duties:

• Adheres to the Managers service excellence standards and represents the Customer Care Center
  
• and customers.
  
• Promote teamwork by actively participating in team meetings and events and interacting.
  
• positively and professionally with fellow staff members.
  
• Performs additional work duties as assigned.
  
• Assists in the creation and maintenance of the division desk references as needed.
  
• Participates in staff meetings, assists others during downtime, etc.
  

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.