Lead Customer Service Representative

Posting Number S06883P Position Title Lead Customer Service Representative Department International Education Location Arlington Position Status Full-time Work Schedule

Monday
- Friday; 8:00am-5:00pm

Salary Salary is commensurate based on qualifications and relevant experience Pay Basis Bi-weekly

Job Summary

The Lead Customer Service Representative provides leadership and oversight over operation of the front office, supervises student workers and works to improve efficiency of office processes and procedures.

Essential Duties and Responsibilities

* Hire, train, and supervise front desk personnel including student and full-time staff.

* Training encompasses onboarding, ongoing training, and professional development opportunities to ensure staff maintain current knowledge of departmental services, university resources, and customer service best practices.

* Maintain sufficient knowledge to oversee and perform all essential front desk tasks (including insurance processing).

* Ensure timely, accurate, and professional responses to inquiries received through in-person visits, phone calls, email communications, and other service channels.

* Monitor service quality and response times to maintain a high standard of customer care ensuring that every interaction reflects the department's commitment to student success, belonging, and exceptional customer service.

* Provide support and direction to front desk personnel in handling of elevated questions and concerns from students.

* Investigate concerns, facilitate resolutions, and collaborate with departmental leadership and staff to ensure positive outcomes and continuous service improvement.

* Act as a liaison between front desk operations and advising staff, ensuring effective communication, appropriate referrals, and seamless service delivery for students requiring specialized assistance.

* Suggest improvements and new processes that improve efficiency and effectiveness. Assists with departmental queries and collection of data.

* Oversee the management of departmental records, electronic filing systems, and operational data.

* Collect and analyze service metrics, student feedback, and operational trends to support assessment, reporting, and data-informed decision making.

* Performs other duties assigned.

Minimum Qualifications

* High school diploma or equivalent.

* Three (3) experience in customer service.

Preferred Qualifications

* Bachelor's Degree in related field.

* Four (4) or more years experience in customer service.

* Three (3) or more years experience in a university setting.

* Knowledge of People Soft and/or Sunapsis student information and record management systems.

* Experience with Image Now or other digital file management system.

* One (1) ore more years experience in supervision.

Knowledge,

Skills and Abilities

* Strong communications skills.

* Ability to work diplomatically with customers from a variety of backgrounds and levels.

* Strong organizational skills.

* Ability to multi-task and lead a busy front desk area.

Other Requirements Workplace and Eligibility Conditions Benefits Eligible Yes Benefits at UTA

We are proud to offer a comprehensive benefits package to all our employees at the University.

https://(Use the "Apply for this Job" box below).-benefits

To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:

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CBC Requirement

It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.

This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA-48. By assuming this position, and if you have access to critical infrastructure, you authorize the University to conduct routine background checks.

EEO Statement

It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status.

The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a…