Customer Service Lead

Customer Service Lead

Ranked as one of the Best Employers in Nebraska and certified as a Lincoln Family-Friendly workplace, the University of Nebraska-Lincoln is committed to providing a work environment and culture that fosters personal and professional success and satisfaction. By joining our team, you will be given opportunities to grow as an individual and contribute to the significant impact that we make within the University of Nebraska community and Nebraska's economy each year. We invest in our employees: Vacation, sick, and holiday pay. Medical, dental, and vision insurance. No-cost life insurance. Employee Assistance Program. Parental leave. Retirement plans. Tuition assistance for employees and dependents. Exclusive employee discounts. Professional development through training and education. And many more!!

As the Customer Service Lead, you will: Serve as a lead resource for daily customer service operations within the team. Provide initial triage for escalated customer concerns and refer matters to leadership when further review or expertise is required. Maintain documentation of customer incidents, escalations, and service concerns. Assist staff in understanding and applying policies, office procedures, and standard responses to common customer questions to promote consistent service delivery. Monitor trends in customer satisfaction, complaints, and front desk processes and recommend improvements to support service quality and operational efficiency. Collect, process, and reconcile financial transactions, such as permit sales, customer payments, fines, validations, and other front office procedures. Support end-of-day reconciliation processes, financial record and reporting accuracy, customer account updates, and payroll processing. Maintain office records, reference materials, and other documentation that support standardized responses to common customer questions. Support onboarding and training for staff and student employees. Assist with testing, implementation, workflow updates, and training related to technology, software, or process changes. Coordinate with various stakeholders to support service continuity, communication, and timely resolution of customer and departmental needs. Support general office and administrative functions related to departmental operations.

As an EO/AA employer, the University of Nebraska considers qualified applicants for employment without regard to race, color, ethnicity, national origin, sex, pregnancy, sexual orientation, gender identity, religion, disability, age, genetic information, veteran status, marital status, and/or political affiliation. See

Minimum Required Qualifications - Associate's degree in business administration, office administration, office management, accounting or bookkeeping, customer service management, public administration, or other related field of study, or equivalent experience. 1+ years of experience in customer service, office support, administrative support, or related office experience. Strong customer service, interpersonal, and communication skills. Strong organizational skills and attention to detail. Strong computer skills and the ability to learn and adapt to new software and technology. Ability to support consistent front office workflow and service practices. Competency with computers and physical and digital filing systems. Skilled in handling difficult customer interactions with professionalism and composure. Ability to learn, apply, and explain new skills, policies, procedures, systems, and service information clearly. Knowledgeable in financial transaction processes. Skilled in identifying and communicating service concerns, process gaps, or recurring issues. Ability to support onboarding and training for employees. Sound judgment in managing responsibilities independently while supporting collaborative work with department teams and leadership.

Preferred Qualifications - Bachelor's degree in business administration, communication, accounting, human resources, public administration, business management, psychology, or other related field of study, or equivalent experience. Experience in a lead support role in a customer-facing environment. Experience with financial transactions. Experience training and mentoring peers. Experience working in higher education, parking services, transit services, or a similar public-facing operation. Knowledge of parking and transit policies, permit processes, citation procedures, or related parking customer service operations. Skilled with AIMS software, point of sale systems, customer account systems, or similar business systems. Proficiency with Microsoft 365.

Salary commensurate with education/experience