What are the responsibilities and job description for the Lead Customer Service Representative position at The University of Texas at Arlington?
Job Summary
The Lead Customer Service Representative ( CSR ) provides advanced customer service and operational support for customer accounts, payments, permits, and citations. This position resolves complex and escalated customer issues, researches account discrepancies across multiple systems, processes financial transactions, and maintains accurate records. The Lead CSR also supports daily front-line operations, provides training and guidance to staff and student employees, and contributes to initiatives that enhance customer service, operational efficiency, and revenue integrity. This role ensures compliance with university policies, procedures, and financial standards.
Minimum Qualifications
The Lead Customer Service Representative ( CSR ) provides advanced customer service and operational support for customer accounts, payments, permits, and citations. This position resolves complex and escalated customer issues, researches account discrepancies across multiple systems, processes financial transactions, and maintains accurate records. The Lead CSR also supports daily front-line operations, provides training and guidance to staff and student employees, and contributes to initiatives that enhance customer service, operational efficiency, and revenue integrity. This role ensures compliance with university policies, procedures, and financial standards.
Minimum Qualifications
- High school diploma.
- Three (3) years of customer service experience involving cash handling, payments, or account transactions, or an equivalent combination of education and experience.
- Bachelor’s degree in a related field or discipline.
- Five (5) years of customer service experience (handling complex account transactions, billing issues, or customer dispute resolution).
- Two (2) years of lead, supervisory, or progressively responsible experience in transportation, parking management, or a related operational environment.
- Demonstrated experience coordinating operational processes or administering programs.
- Experience working in a university, municipal, or large-scale parking operation.
- Experience using customer service or contact center tools, including softphones, headsets, and related software applications.
- Bilingual (English/Spanish).
- Provide customer service in person, phone, and email; handle inquiries, explain policies, and resolve routine issues.
- Process payments and transactions (permits, citations, refunds, exchanges, adjustments) with accuracy and policy compliance.
- Review and research customer accounts across systems; reconcile discrepancies and confirm accurate transaction history.
- Resolve complex account issues (reversals, partial refunds, payment transfers, disputes, exceptions) and document decisions. Track workload, manage follow-ups, and ensure timely completion of requests and billing deadlines.
- Support billing processes and internal controls, including spot checks, error prevention, and audit-ready documentation.
- Assist and coach student workers or frontline staff; review work for accuracy and support difficult customer interactions.
- Identify process improvements; develop and update procedures to enhance efficiency and consistency.
- Perform other duties as assigned.