Lead Customer Service Specialist

University of Georgia; Athens (GA); On-site; USD 42,000 - 66,000; Full time

Job summary

The University of Georgia in Athens is seeking a Lead Customer Service Specialist for the Auxiliary Parking Admin. You will oversee quality assurance in customer service and assist with process improvements to maintain optimum customer satisfaction.

This semi-leadership role collaborates with management and supports TPS Customer Relations across units, handling training, front desk and ticketing tasks, and using Flowbird, FLEX, Qlik, and related systems to support day-to-day operations.

Qualifications

• High school diploma or equivalent and 2 years of related experience.
• Knowledge of computers/data entry and Microsoft systems.
• Strong written and oral communication and interpersonal skills.
• Experience using Flowbird, Parkmobile, Qlik and FLEX for customer service training and operations.

Responsibilities

• Lead customer service quality assurance and assist with process improvements.
• Serve as intradepartmental liaison to gather feedback for internal/external stakeholders.
• Coordinate training and day-to-day support across TPS Customer Relations.
• Provide secondary support to Customer Relations Representatives and assist multiple units.

Skills

Customer service

Attention to detail

Written and oral communication

Calm under pressure

Interpersonal skills

Tools

TouchNET

FLEX

Team Dynamix

Qlik

Job description

Posting Details

Posting Number: S16023P

Working Title: Lead Customer Service Specialist

Department: Auxiliary Parking Admin

About the University of Georgia: Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state’s flagship university (https://www.uga.edu/). The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine.

About the College/Unit/Department

College/Unit/Department website: tps.uga.edu

Posting Type: External

Retirement Plan: TRS

Employment Type: Employee

Benefits Eligibility: Benefits Eligible

Full/Part time: Full Time

Work Schedule

Additional Schedule Information: This position offers a 40 hour work week. Typical schedules are 8 AM - 5 PM, Monday-Friday. May include evenings and weekends.

Advertised Salary: Commensurate with Experience

Posting Date: 11/04/2026

Open until filled: Yes

Location of Vacancy: Athens Area

EEO Policy Statement: The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR [e-mail].

USG Core Values Statement: The University System of Georgia is comprised of our 25 institutions of higher education and learning, as well the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 08.02.18.01.02. Additionally, USG supports Freedom of Expression as stated in Board Policy 06.05 Freedom of Expression and Academic Freedom.

Position Information

Classification Title: Customer Service Rep II

FLSA: Non-Exempt

FTE: 1.00

Minimum Qualifications: High school diploma or equivalent and 2 years of related experience

Position Summary: This position is a semi-leadership role that is primarily responsible for quality assurance in customer service and assisting with process improvements throughout each service provided to maintain optimum customer satisfaction. This incumbent works closely with management and acts as an intra-departmental liaison to assess and provide customer service feedback to both internal and external entities. This employee is responsible for the organization, delivery, and execution of customer service training beneficial to providing customer support utilizing multiple software applications such as Flowbird, Parkmobile, Qlik, and FLEX that are integral components of day-to-day operations within the TPS Customer Relations office. In addition to the primary duties of the Lead Customer Service Representative, this employee is also responsible for providing secondary support to the TPS Customer Relations Representatives and works to provide customer service support for all Auxiliary Services Units to ensure customer satisfaction throughout the Division in the absence of the primary Customer Relations Representatives. Daily tasks will vary depending on customer demands, but will mainly focus on the customer experiences with the purchasing of goods and services provided by Auxiliary Services.

Knowledge, Skills, Abilities and/or Competencies

• Possess in-depth knowledge and experience of computers/data entry and working knowledge of Microsoft systems.
• Attention to detail, good written and oral communication skills, as well as interpersonal skills, to ensure exemplary customer service.
• Possess the ability to act calmly and take action in dynamic situations.
• Experience utilizing TouchNET, FLEX , Team Dynamix, and data analysis software such as QLIK

Physical Demands

• Lift 25 pounds
• Stand or sit for many hours

Is driving a responsibility of this position? No

Is this a Position of Trust? Yes

Does this position have operation, access, or control of financial resources? Yes

Does this position require a P-Card? No

Is having a P-Card an essential function of this position? No

Does this position have direct interaction or care of children under the age of 18 or direct patient care? No

Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications) Yes

Credit and P-Card policy: Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.

Background Investigation Policy: Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website.

Duties/Responsibilities

Customer Service Leadership:

• Provide backup support to the Customer Relations Manager in providing oversight to daily operations
• Acts as secondary Point of Contact in the absence of the Customer Relations Manager
• Assist TPS Customer Relations customer with inquiries
• Assist with all phone calls and front desk customer service
• Routinely send campus-wide notifications in regards to Auxiliary Services changes in coordination with Auxiliary's Marketing Department

Percentage of time: 50

Administrative:

Primary

• Coordinate Student Employee hiring and training
• Provide leadership and support for Student Employees

Secondary

• Answer switchboard - 8 Lines
• Answer and/or assign all tickets via Team Dynamix
• Screen and distribute incoming correspondence
• Prepares letters, reports and records as assigned

Percentage of time: 40

Other:

• Perform other duties as assigned
• Participate in department and campus-wide activities associated with the duties and responsibilities of the position

Percentage of time: 10

Contact Information

Recruitment Contact Name: Karey Kazemi

Recruitment Contact Email: [e-mail]

Posting Specific Questions

Required fields are indicated with an asterisk (*)

Applicant Documents

Required Documents

1. Resume/CV
2. Cover Letter
3. List of References with Contact Information