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.

Created: 2026-03-10