Lead Customer Service Representative

Posting Details

Position Information


Posting Number
S06883P


Position Title
Lead Customer Service Representative


Department
International Education


Location
Arlington


Position Status
Full-time


Work Schedule


Monday- Friday; 8:00am-5:00pm

Salary
Salary is commensurate based on qualifications and relevant experience


Pay Basis
Bi-weekly


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.

Essential Duties and Responsibilities

• 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.

Minimum Qualifications

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

Preferred Qualifications

• 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) ore more years experience in supervision.

Knowledge, Skills and Abilities

• Strong communications skills.
• Ability to work diplomatically with customers from a variety of backgrounds and levels.
• Strong organizational skills.
• Ability to multi-task and lead a busy front desk area.

Other Requirements

Workplace and Eligibility Conditions

Benefits Eligible
Yes


Benefits at UTA


We are proud to offer a comprehensive benefits package to all our employees at the University.

To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:

CBC Requirement


It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.

This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA-48. By assuming this position, and if you have access to critical infrastructure , you authorize the University to conduct routine background checks.

EEO Statement


It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University's compliance with this policy.

University Information


The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 "Very High Research Activity" institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times' "Best for Vets: Colleges" and is the top university in North Texas for its graduates' salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 - including leaders at many of the 24 Fortune 500 companies headquartered in North Texas - UTA contributes an estimated $29 billion annually to the Texas economy.

UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university's strategic growth and commitment to serving the broader community. Furthermore, UTA has launched the RISE 100 initiative, aiming to recruit 100 new tenure-system faculty to strengthen its research enterprise and leadership in key academic areas. Learn more at .

This is an exciting time to join UTA and contribute to its bold vision for the future.

ADA Accommodations


The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to View phone number on click.appcast.io or email View email address on click.appcast.io .

Posting Detail Information


Number of Vacancies
1


Open Until Filled

Minimum Number of References Required
3


Maximum Number of References Accepted
3


Special Instructions to Applicants


Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.