Lead Customer Service Assistant, Institute of Texan Cultures

Position Information

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of higher education, biomedical discovery and healthcare within one visionary institution. As the third-largest research university in Texas and a Carnegie R1-designated institution, UT San Antonio is a model of access and excellence - advancing knowledge, social mobility and public health across South Texas and beyond. UT San Antonio serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education and more. With 17,000 faculty and staff, UT San Antonio has also been recognized as a Top Employer in Texas by Forbes Magazine. Learn more online, on UT San Antonio Today or on X, Instagram, Facebook, YouTube or LinkedIn.

Salary Range: Up to $23,166 - $25,650 annualized, commensurate with education, experience, and qualifications.

Job Type: Part Time 20 hours a week

Posting Close Date: Applications will be accepted through 11:59 PM CDT on the listed close date. At the discretion of the hiring department, this posting may close once a sufficient number of qualified applications have been received.

Required Application Materials:

• Resume is required
• Cover Letter is preferred

Job Details

Job Summary

The Lead Customer Service Assistant, under general supervision, provides front-line customer service and day-to-day leadership for visitor services operations in a museum setting. This role leads daily front-line service activities, coordinates service delivery across multiple channels, and ensures high-quality, efficient, and consistent support.

As a Lead Customer Service Assistant, you will support the Museum Services Manager by ensuring a positive, welcoming, and well-coordinated experience, overseeing customer service staff and student workers, and providing administrative and operational support related to ticketing, tours, and visitor inquiries. Operational duties will require availability to work weekends as part of the regular schedule.

Core Responsibilities

• Delivers high-quality, multi-channel customer service, including in-person, phone, email, and virtual platforms, ensuring timely and accurate resolution of inquiries.
• Leads daily front desk operations and coordinates service workflows to maintain consistent and efficient customer support.
• Supervises and supports staff, which may include student employees and volunteers, through hiring, training, scheduling, and monitoring performance to ensure service standards are met.
• Oversees service request intake and fulfillment processes, ensuring accurate processing, policy compliance, and a timely customer experience.
• Manages shared communication channels, including departmental inboxes, ensuring clear, professional, and consistent messaging to internal and external stakeholders.
• Researches and resolves customer inquiries and appeals, applying institutional policies and guidelines, exercising sound judgment and escalation as needed.
• Provides clarification of policies, procedures, and regulations, ensuring customers understand requirements and available options.
• Monitors service trends and recurring issues, identifying opportunities for process improvements and enhanced service delivery.
• Supports urgent or high-volume service needs, adjusting priorities to meet operational demands.
• Performs other duties as assigned.

Required Qualifications

• High School Diploma.

• Bachelors degree can substitute for experience on a one-for-one basis.

• Five (5) years of related work experience.

• This position requires the ability to maintain the security and integrity of UT San Antonio and its infrastructure.

Preferred Qualifications

• Supervisory or lead experience.
• Experience in a museum, university, or similar institution.
• Bilingual: English/Spanish

Knowledge, Skills, and Abilities

• Written and Verbal Communication
• Documentation & Records Management
• Data Entry
• Call Management
• Calendar Management
• Customer Service Management
• Database Management
• Business Process Improvement
• Active Listening

Working Conditions

• Office environment. Ability to travel to and from meetings, training sessions, or other business-related events. Workdays, areas, and work hours may vary by department. Weekend availability is necessary for position.

Physical Demands

• Sedentary work; sitting most of the time. Jobs are sedentary; if walking and standing are required, only occasionally. Exerts up to 10 lbs. of force occasional.

This position will work primarily on campus. Travel and parking expenses are the employee's responsibility.

This position is contingent upon a successful background check. Verification of a valid driver's license and Motor Vehicle Record (MVR) may be completed as applicable. Applicants selected must be able to show proof of eligibility to work in the United States by time of hire.

Equal Employment Opportunity

As an equal employment opportunity and affirmative action employer, it is the policy of The University of Texas at San Antonio to promote and ensure equal employment opportunity for all individuals regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetic information, and veteran status. The University is committed to the Affirmative Action Program in compliance with all government requirements to ensure nondiscrimination.