Lead Customer Service Representative

Posting DetailsPosition InformationPosting Number S06801P Position Title Lead Customer Service Representative Department Parking & Transportation Location Arlington Position Status Full-time Work ScheduleMonday – Friday 8:00am – 5:00pm.Some flexibility with hours depending on office staffing levels and customer demand.Occasional evening and weekend hours may be required based on operational needs.Salary Salary is commensurate based on qualifications and relevant experience Pay Basis Bi-weekly Job SummaryThe 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.Essential Duties And ResponsibilitiesProvide 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.Minimum QualificationsHigh school diploma.Three (3) years of customer service experience involving cash handling, payments, or account transactions, or an equivalent combination of education and experience.Preferred QualificationsBachelor’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).Knowledge, Skills and AbilitiesExcellent verbal and written communication skills, including the ability to compose professional correspondence and communicate effectively with a wide range of customers.Strong customer service and conflict resolution skills, including the ability to handle difficult or sensitive situations.Demonstrated ability to research, analyze, and resolve account discrepancies and complex customer issues.Strong attention to detail and ability to maintain accurate records and documentation for audit, compliance, and reporting purposes.Strong technical and computer proficiency, including experience using multiple computer systems, databases, customer service/contact center tools, and standard office software applications.Ability to prioritize tasks, manage high-volume workloads, and meet established deadlines in a fast-paced environment.Ability to maintain confidentiality of sensitive financial and customer information.Ability to operate standard office equipment, including computers, scanners, printers, copiers, and related technology.Knowledge of University of Texas at Arlington campus parking operations, including surface lots and garage facilities, or the ability to quickly learn and apply operational knowledge and procedures.Other Requirements Workplace and Eligibility Conditions Benefits Eligible Yes Benefits at UTAWe are proud to offer a comprehensive benefits package to all our employees at the University.https://www.uta.edu/hr/employee-benefitsBenefitsTo 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:https://resources.uta.edu/hr/services/records/compensation-tools.phpCBC RequirementIt 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 StatementIt 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 InformationThe 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 https://www.uta.edu/administration/president/strategic-plan/rise100.This is an exciting time to join UTA and contribute to its bold vision for the future.ADA AccommodationsThe 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 817-272-5554 or email ADADocs@uta.edu.Posting Detail InformationNumber of Vacancies 1 Open Until Filled Minimum Number of References Required 3 Maximum Number of References Accepted 3 Special Instructions to ApplicantsApplicants 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.Requirement QuestionsRequired fields are indicated with an asterisk (*).* What is the highest level of education attained?GEDHigh School DiplomaAssociate's DegreeBachelor's DegreeMaster's DegreePhD or equivalent* How many years of supervisory experience do you have?None/less than 1 year1 to 2 years3 to 4 years5 years or more* How many years of related experience do you have?None/less than 1 year1 to 2 years3 to 4 years5 years or more* Please indicate whether you have completed any UTA Leadership Development programs.Aspiring Leaders ProgramMavsSupervisor Success ProgramMavsManager Foundations ProgramLeading People Credential (completion grants supervisory experience credit for internal entry-level supervisory roles)None of the aboveDocuments Needed To ApplyRequired DocumentsResume or CVCover/Interest LetterOptional Documents