Customer Service Lead

Job Details

Ranked as one of the Best Employers in Nebraska and certified as a Lincoln Family-Friendly workplace, the University of Nebraska-Lincoln is committed to providing a work environment and culture that fosters personal and professional success and satisfaction.

As the Customer Service Lead, you will:

• Serve as a lead resource for daily customer service operations within the team.
• Provide initial triage for escalated customer concerns and refer matters to leadership when further review or expertise is required.
• Maintain documentation of customer incidents, escalations, and service concerns.
• Assist staff in understanding and applying policies, office procedures, and standard responses to common customer questions to promote consistent service delivery.
• Monitor trends in customer satisfaction, complaints, and front desk processes and recommend improvements to support service quality and operational efficiency.
• Collect, process, and reconcile financial transactions, such as permit sales, customer payments, fines, validations, and other front office procedures
• Support end-of-day reconciliation processes, financial records and reporting accuracy, customer account updates, and payroll processing.
• Maintain office records, reference materials, and other documentation that support standardized responses to common customer questions.
• Support onboarding and training for staff and student employees.
• Assist with testing, implementation, workflow updates, and training related to technology, software, or process changes.
• Coordinate with various stakeholders to support service continuity, communication, and timely resolution of customer and departmental needs.
• Support general office and administrative functions related to departmental operations.

What you bring to the position:

• Associate's degree in business administration, office administration, office management, accounting or bookkeeping, customer service management, public administration, or other related field of study, or equivalent experience.
• 1+ years of experience in customer service, office support, administrative support, or related office experience.
• Strong customer service, interpersonal, and communication skills.
• Strong organizational skills and attention to detail.
• Strong computer skills and the ability to learn and adapt to new software and technology.
• Ability to support consistent front office workflow and service practices.
• Competency with computers and physical and digital filing systems.
• Skilled in handling difficult customer interactions with professionalism and composure.
• Ability to learn, apply, and explain new skills, policies, procedures, systems, and service information clearly.
• Knowledgeable in financial transaction processes.
• Skilled in identifying and communicating service concerns, process gaps, or recurring issues.
• Ability to support onboarding and training for employees.
• Sound judgment in managing responsibilities independently while supporting collaborative work with department teams and leadership.