Testing Services Associate

Leveling Chart: Individual Contributor

Job Category: Business Operations and Support

FLSA Exemption: Non-exempt

Approved By: Crawford, Lisa

Effective or Revision Date: November 7, 2017

Date: July 17, 2018

Summary:

Under direct supervision, support laboratory operations by ensuring professional, timely, and accurate responses to customer complaints and/or inquiries.

Primary responsibilities for the role:

• Maintains customer relations by responding to inquiries and documenting actions.
• Maintains accurate information by tracking customer incidences and following up with necessary personnel.
• Field customer inquiries as the initial point of contact according to standard operating procedures.
• Assist with processing and investigating customer inquiries.
• Escalates issues or inquiries to appropriate personnel when necessary.
• Report to laboratory management issues that impact the quality or timeliness of tasks or result reporting.
• Accurately complete documentation as required by established procedures.
• Accurately file reports and document metrics information used to monitor lab performance and customer satisfaction.

This job description is intended to present the general content and requirements for the performance of this job. The description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Managers and supervisors may assign other duties as needed.

Job Code:

BU5561

Additional Responsibilities:

N/A

Knowledge, Skills, and Abilities:

Must be able to clearly speak, read, and write English. Effective phone and interpersonal communication skills. Must be knowledgeable in computer operation in a Windows-based environment.

Education:

A minimum of a high school diploma is required.

Experience:

Experience in customer service is preferred but not required.

Equivalency:

Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements. Example: If a job level requires a bachelor’s degree plus 4 years of experience, an equivalency could include 8 years of experience, an associate degree with 6 years of experience, or a master’s degree with 2 years of experience.

Occupational Demands:

Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 25lbs. Frequently drives to site locations with occasional travel within the United States. Able to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Frequently interacts with others and relates sensitive information to diverse groups. Must work with diverse groups to obtain consensus on issues. Ability to apply abstract principles to solve complex conceptual issues.

Location: NORTH AMERICA : USA : TX-San Marcos:USSMC - San Marcos Lab, TX

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