Lead Customer Service Representative

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.

• High school diploma or equivalent.
• Three (3) experience in customer service.

• 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.

• 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.