Customer Service Lead

Fresno State•Fresno, CA

About The Position

Under the general direction of the Director of Student Accounts, the Customer Service Lead is responsible for oversight of daily cashier, campus ID cards, and Customer Service operations, including student payments, receipt and processing of departmental deposits, ACH refund processing, and technical systems. The position examines transactions and processes for conformance to established policies and procedures, identifies actual or potential problems, and recommends corrective action. The position oversees a team consisting of Cashiers, Cashier Supervisor, and Accounting Technician II staff, and provides troubleshooting support, training, and coaching to ensure a high level of customer service is maintained for students and campus community partners. The incumbent will be well-versed in all front and back-office roles and duties, with the ability to provide backup support as needed. The position will support the Director in general work oversight, advisement, training, and coaching of front and back-office staff as necessary. Provides overflow support for technical projects and initiatives. Other duties as assigned.

Requirements

Working knowledge of and the ability to apply related executive orders, rules and regulations to develop conclusions and make recommendations.
Working knowledge of operational and fiscal analysis and techniques.
Knowledge of basic methods and procedures for research and statistical analysis and the ability to apply them.
Thorough knowledge of English grammar, punctuation and spelling to clearly communicate.
General knowledge of the principles of lead work direction including organizing workflow, establishing priorities, reviewing work and promoting teamwork.
Thorough knowledge of office equipment and systems with the ability to use a broad range of technology systems and software applications (e.g. Microsoft Office Suite, Google apps, internet and email).
Ability to take initiative and plan, organize, coordinate, and perform work in various situations where numerous and diverse demands are involved.
Ability to perform a variety of administrative, technical, and analytical duties of limited to moderate complexity and/or day-to-day administration of a program within an organizational unit.
Ability to complete projects and tasks in collaboration with immediate organizational unit and coordinate projects within or with other units.
Ability to apply independent judgment to make decisions, interpret, and apply a wide range of policies and procedures related to program to ensure standard procedures and practices are followed.
Ability to research, analyze and provide recommendations for a wide range of administrative problems related to day-to-day work unit and program operations and maintain confidentiality.
Ability to collect, analyze and interpret data to develop sound conclusions, make appropriate recommendations and make accurate projections using business mathematics and basic statistical techniques.
Ability to independently plan and perform research, compile data, and prepare and present reports or information with reliable conclusions and recommendations for actions.
Demonstrated ability to establish and maintain effective working relationships within and outside the work group and serve as a liaison for the organizational unit.
Ability to use office equipment and administrative software including Microsoft Word, Excel, Outlook, and PowerPoint.
Highly developed interpersonal skills and professional attitude to work collaboratively and effectively with a diverse faculty, staff and student population.
Demonstrated ability to deal appropriately with confidential information and exercise good judgment on sensitive matters.
Ability to communicate effectively both orally and in writing and conduct presentations and training.
Excellent customer service skills with ability to use tact, courtesy, alertness, and good judgment in responding to others.
Equivalent to a Bachelor’s degree in business administration, accounting, or related field.
Four years of administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs.
Progressively responsible record-keeping experience.
At least four years of experience with a student information system (preferably PeopleSoft).
At least four years of student accounts experience at a higher education institution.
At least two years of lead or supervisory experience.

Nice To Haves

Several years of functional experience in a Student Financial office at a university using a software package such as PeopleSoft.
Demonstrated technical experience with various report writing tools and table structures in the various modules to perform complex joins.
Ability to troubleshoot and maintain web-based applications and databases.
Ability to consult with professional and technical staff to analyze and develop system specifications.
Ability to adjust to changes in technology and work environment.
Ability to articulate technical issues and solutions to a diverse population of end-users, including faculty, staff, and students.
Ability to apply consultative skills to assess user needs and communicate technology systems and solutions.

Responsibilities

Oversight of daily cashier, campus ID cards, and Customer Service operations
Examines transactions and processes for conformance to established policies and procedures
Identifies actual or potential problems, and recommends corrective action
Oversees a team consisting of Cashiers, Cashier Supervisor, and Accounting Technician II staff
Provides troubleshooting support, training, and coaching
Provides backup support as needed
Supports the Director in general work oversight, advisement, training, and coaching of front and back-office staff as necessary
Provides overflow support for technical projects and initiatives
Other duties as assigned.