Lead Customer Service Representative

The University of Texas at Arlington; Arlington (TX); On-site; USD 34,000 - 41,000; Full time

Job summary

The University of Texas at Arlington is seeking a Lead Customer Service Representative to provide advanced service, resolve complex account issues, and support billing processes. You will mentor staff and student workers and help improve customer service and revenue integrity while maintaining financial compliance.

Responsibilities include handling inquiries, processing payments, reconciling accounts, and ensuring accurate records across systems.

Qualifications

• High school diploma and a minimum of three (3) years of customer service experience involving cash handling, payments, or account transactions, or an equivalent combination of education and experience.

Responsibilities

• Provides customer service in person, or via phone and email; handles inquiries, explains policies, and resolves routine issues.
• Processes payments and transactions with accuracy and policy compliance.
• Reviews and researches customer accounts across systems; reconciles any discrepancies and confirms accurate transaction history.
• Resolves complex account issues (reversals, partial refunds, payment transfers, disputes, exceptions) and documents decisions.
• Tracks workload, manages follow-ups, and ensures timely completion of requests and billing deadlines.
• Support billing processes and internal controls, including spot checks, error prevention, and audit-ready documentation.
• May 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.

Skills

Customer service

Communication

Cash handling

Account transactions

Attention to detail

Record keeping

Training

Problem resolution

Confidentiality

Education

High school diploma

Bachelor's degree

Tools

Softphones

Headsets

CRM software

Job description

Salary

The annual salary for this position ranges from $37,600 to $37,600. The final offer will be commensurate with the candidate’s relevant experience and qualifications.

Documents Needed to Apply

Required

• Resume
• Cover letter
• References (minimum of three)

Purpose of Position

The Lead Customer Service Representative (CSR) provides advanced customer service and operational support. This position resolves complex customer issues, investigates account discrepancies, processes financial transactions, and maintains accurate records. Lead CSR provides guidance and training to staff and student employees, and contributes to initiatives that improve customer service, operational efficiency, and revenue integrity while ensuring compliance with university policies and financial standards.

Essential Functions

• Provides customer service in person, or via phone and email; handles inquiries, explains policies, and resolves routine issues.
• Processes payments and transactions with accuracy and policy compliance.
• Reviews and researches customer accounts across systems; reconciles any discrepancies and confirms accurate transaction history.
• Resolves complex account issues (reversals, partial refunds, payment transfers, disputes, exceptions) and documents decisions.
• Tracks workload, manages follow-ups, and ensures timely completion of requests and billing deadlines.
• Support billing processes and internal controls, including spot checks, error prevention, and audit-ready documentation.
• May 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.
• Performs other duties as assigned.

Required Qualifications

• High school diploma and a minimum of three (3) years of customer service experience involving cash handling, payments, or account transactions, or an equivalent combination of education and experience.

Preferred Qualifications

• Bachelor'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) including two (2) years of lead, supervisory, or a related operational environment.
• Demonstrated experience coordinating operational processes or administering programs.
• Experience using customer service or contact center tools, including softphones, headsets, and related software applications.

Knowledge, Skills & Abilities

• Excellent 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.

Work Schedule

• Monday through Friday; 8:00am through 5:00pm

Working Conditions

• May work around standard office conditions.

Benefits Information

Position is benefit eligible: Yes

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

https://www.uta.edu/hr/employee-benefits

PreEmployment Background Check

It is the policy of The University of Texas at Arlington to conduct a pre employment 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.

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.

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

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.

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 817-272-5554 or email [e-mail].