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Lead Customer Service Representative

Job Description

TITLE: Lead Customer Service Representative

JOB CODE: 9018

EFFECTIVE DATE: 09/01/09

FLSA STATUS: E

EEO6 CODE: 4 = Secretarial/Clerical

GRADE: Pay Grade 9

PAY PLAN: Annually
minimum 31,572.00
midpoint 40,416.00
maximum 49,260.00

PURPOSE: To provide customer service to clients and assist with administrative functions. Responsible for overseeing customer service departments requiring moderate exercise of independent judgment, initiative and ability to make decisions relative to campus support operations. 

DUTIES AND RESPONSIBILITIES: Oversees process of responding to customer inquiries in compliance with all University standards. Responsible for department effectiveness. Manages the Customer Service Center script.  Handles escalated phone calls with clients to ensure issues are resolved and customers are provided with appropriate information. Receive, edit, and process incoming customer telephone, email, and faxed orders in a timely manner.​ Support and resolve customer inquiries.  Enter both customer requests and the completion information of those requests into an order processing system with minimal errors.​ Locate and interpret complex information from a number of databases and systems. Answer internal and external customer telephone calls both at the customer service desk and rotation at the switchboard.​ Implement opening and closing procedures including but not limited to balancing cash, printing reports, and documentation.​  Maintain accurate customer files.​ Access customer account information via computer software and make necessary entries in order to resolve problems and/​or complaints, initiate or change service, process transactions.  Complies with all State and University policies.

REPORTING RELATIONSHIPS: REPORTS TO: Office Manager SUPERVISION: N/A SUPERVISION-OTHER: N/A - May provide lead oversight of Customer Service Reps in the department.

REQUIRED EDUCATION: $education

REQUIRED EDUCATION-OTHER: Bachelor's degree or equivalent.

REQUIRED EXPERIENCE / COMPETENCIES-OTHER: REQUIRED EXPERIENCES/COMPETENCIES: One year  of customer service experience or high school with five years of customer service experience, with one year of supervisory experience. PREFERRED QUALIFICATIONS-OTHER: Specific job requirements or physical location of positions allocated to this classification render the position security sensitive and thereby subject to the provisions of Section 51.215 Texas Education Code.

OTHER REQUIREMENTS: Proficiency in all phases of work.  Use of personal computer and standard office  equipment.  Usual office environment.