Lead Customer Service Representative

The University of Texas at Arlington Portal • Arlington, TX

9d • Onsite

About The Position

The Lead Customer Service Representative provides leadership and oversight over the operation of the front office, supervises student workers, and works to improve the efficiency of office processes and procedures. This role ensures timely, accurate, and professional responses to inquiries, monitors service quality, and acts as a liaison between front desk operations and advising staff. The position also involves overseeing the management of departmental records and analyzing service metrics to support data-informed decision making.

Requirements

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

Nice To Haves

• 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 PeopleSoft and/or Sunapsis student information and record management systems.
• Experience with ImageNow or other digital file management system.
• One (1) or more years experience in supervision.

Responsibilities

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED