Customer Service Lead

General Definition of Work

Performs advanced paraprofessional and technical work supporting customer service operations across call center and lobby functions, with primary responsibility for cash handling oversight, operational support, and quality assurance activities. Serves as a lead resource to frontline staff, ensuring accuracy, compliance, and efficiency in service delivery. Acts as a liaison between staff, customers, and supervisory personnel to resolve issues and maintain service standards. Work is performed with limited supervision and requires independent judgment. Reports to the Customer Service Supervisor.

Typical Tasks

Coordinates and verifies daily front lobby opening and closing procedures to ensure operational readiness and compliance. Performs daily reconciliation of cash handling functions, including cash balancing, verification of check deposits and validation of balance sheets and transaction journals within the customer information system. Processes customer payments, researches account discrepancies, and responds to inquiries from financial institutions.

Prepares and reviews bank deposit reports; investigates and resolves cash handling discrepancies; conducts daily cash drawer audits and periodic audits of coin vaults and cash storage. Monitors and maintains coin vault balances and coordinates replenishment as needed. Investigates delayed or missing deposits and ensures timely resolution. Provides documentation and support for internal and external audits.

Monitors and ensures completion of daily batch processing and end-of-day financial activities. Oversees lobby queue activity and supports adherence to established service level targets. Utilizes workforce management tools to monitor real-time operational performance, identify staffing gaps, and communicate call volume trends. Monitors call queues and agent activity to ensure productivity and service level compliance.

Supports quality assurance activities through call monitoring and evaluation. Provides timely coaching and performance feedback to Customer Service Representatives to reinforce standards and improve service delivery. Assists with onboarding and training of new staff, including reinforcement of policies, procedures, and best practices.

Resolves customer inquiries and complaints, including complex or escalated issues, and approves account adjustments within established authority. Applies critical thinking and sound judgment in problem resolution. Supports departmental objectives and continuous improvement initiatives related to customer experience, operational effectiveness, and service quality. Assumes operational oversight of cash handling and call center functions in the absence of the supervisor. Performs other related duties as assigned.

Knowledge, Skills, and Abilities

Thorough knowledge of customer service operations, including call center, front lobby, and cash handling functions. Working knowledge of utility billing, collections, and related customer service practices. General knowledge of utility operations and distribution systems.

Ability to analyze financial and operational data, identify discrepancies, and implement corrective actions. Demonstrated skill in problem solving, decision-making, and conflict resolution. Ability to communicate effectively, both verbally and in writing, with customers, staff, and management. Ability to provide instruction, training, and constructive feedback.

Proficiency in personal computer applications, including Microsoft Office and all internal customer information systems. Comprehensive knowledge of utility rules, regulations, policies, and procedures. Ability to manage multiple priorities, adapt to changing operational demands, and maintain accuracy under pressure. Ability to coordinate workflow activities and support team performance. Ability to interact with customers in a professional and tactful manner. Ability to perform light physical activity, including lifting and displacing up to 20 pounds.

Education and Experience

High school diploma or GED required. Bachelor's degree in business, finance, or a related field preferred. A minimum of five (5) years of customer service experience in customer service operations, including call center, lobby services, and cash handling functions preferably within a utility environment. An equivalent combination of education, training, and experience may be considered.

Special requirements: Must possess a valid Florida driver's license.