Lead Customer Service Assistant, Campus Services Downtown Campus

Job Summary

The Lead Customer Service Assistant, under general supervision, provides direct customer service at a university front desk. This position provides customer assistance and support services for the office.

Core Responsibilities

1. Provides direct front-line customer assistance to include answering telephones, virtual office, departmental email inboxes, greeting customers, and providing assistance, direction, or general information.
2. Hires, trains, schedules, and oversees student worker staff who provide in-person and telephone support to customers.
3. Oversees online UTSACard ID picture submission and fulfillment process.
4. Assists with citation appeal adjudication.
5. Assists with email inboxes and communications with the entire customer community, both internal and external.
6. Completes special projects as assigned by supervisor.
7. Performs general administrative support as needed.
8. Research and assists customers with inquiries.
9. Communicates information to supervisor as needed.
10. Exhibits clear and concise communication, guidance, and clarification regarding rules and regulations.
11. Uses own judgment to guide customers based on their needs.
12. Performs other duties as assigned.

Required Qualifications

• High School Diploma, Vocational Training, or Apprenticeship in a related field.
• Five (5) years of related work experience. Additional education may substitute for experience on a one year for one year basis.
• Valid Driver's License
• This position requires the ability to maintain the security and integrity of UT San Antonio and its infrastructure.

Preferred Qualifications

• Bilingual-English/Spanish