Lead, Customer Service

Customer Account Support and Billing Advise customers by interpreting and analyzing student accounts questions, primarily via telephone. Assist customers in navigating the university's online portals for account information and payment processing, ensuring accuracy and compliance with university policies. Actively listen and gather information from customers to provide appropriate and accurate answers to their questions. Address and resolve routine and non-routine billing discrepancies or disputes in a timely and efficient manner. Research, analyze, and determine eligibility for applicable late fee waivers in accordance with policy. Provide general university information to customers by interpreting applicable policies and procedures. Provide assistance during peak periods or special projects that may involve escalated or sensitive account issues. Supervision of Student Employees Recruit, train, and supervise student customer service representatives. Schedule shifts, monitor workloads, and ensure adequate staffing during high-demand periods. Conduct performance evaluations and provide ongoing coaching and feedback. Foster a positive, professional, and team-oriented work environment. Escalated Customer Support Process Improvement Serve as the backup for handling escalated escalated and more complex inquiries related to billing, payments, and financial accounts. Ensure timely, accurate, and courteous service delivery. Recommend strategies to enhance customer satisfaction and reduce response times. Clearly explain university policies, procedures, and payment options. Monitor customer service workflows for efficiency and compliance with university policies. Recommend improvements to systems, processes, and service delivery. Stay informed on changes to tuition, payment deadlines, and financial aid disbursements. Cash Handling and Transaction Processing Accept and process cash and check payments; balance cash drawer daily. Process payment deferments, temporary loans, and related documentation. Handle stop payments, reissue refund checks, and adjust fees as needed. Review and reconcile daily transaction reports. Knowledge, Skills, and Abilities (KSAs) Ability to effectively manage, motivate, and guide a team of customer service representatives, ensuring high performance, accountability, and an effective work environment. Strong Communication Skills:Excellent verbal and written communication skills to clearly convey complex billing and payment information to diverse audiences, and to manage escalated customer inquiries professionally. Problem-Solving and Conflict Resolution:Strong ability to handle challenging customer interactions, resolve issues effectively, and identify solutions to both immediate problems and long-term process improvements. Time Management and Organizational Skills:Ability to prioritize tasks, manage multiple responsibilities, and ensure efficient team operations in a fast-paced environment, especially during peak periods. Detail-oriented with excellent organizational skills and the ability to prioritize tasks. Ability to work effectively under pressure and handle high-volume workloads during peak periods. Strong proficiency in Microsoft Office Suite (Excel, Word, Outlook) and customer service management tools. Familiarity with billing procedures, financial aid processes, university regulations, and relevant compliance standards to provide accurate guidance and ensure adherence to policies. Knowledge of University Policies and enterprise systems.