Customer Service Team Lead

The University of Vermont
Burlington, VT

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Employment Type
Full Time
Institution Type
Four-Year Institution

Job Details

Advertising/Posting Title:

Customer Service Team Lead

Diversity Statement:

The University is especially interested in candidates who can contribute to the diversity and excellence of the institution. Applicants are encouraged to include in their cover letter information about how they will further this goal.

Posting Summary:

Research Center for Children, Youth and Families (RCCYF, publishes empirically-based behavioral health assessments and develops proprietary software and internet applications to administer and score them. The Customer Service Team Lead functionally supervises customer service team members and performs essential accounting duties in a mission-driven environment. The Team Lead oversees the dissemination and distribution of standardized assessment materials to mental health clinicians and researchers throughout the world and supports the customer service team’s processing and shipping of orders. This role is responsible for accounts payable, processes receipts (checks and electronic payments), prepares bank deposits, generates sales reports, and reconciles bank statement activity to general ledger and sales/accounts receivable systems. Prepares weekly, monthly, quarterly and year-end reports for management and external CPA. The Lead oversees credit card merchant account activity, and the customer service team’s secure credit card handling practices. Liaises with accounting firm, sales/AR system vendor, credit card gateway, bank, printer, and ground shipping service. Reviews purchase orders for compatibility with RCCYF’s payment terms. Contacts past due accounts for collection of payment, working closely with larger customers’ accounts payable departments. Conducts outreach to authorized distributors for quarterly reporting of royalties due the RCCYF. Coordinates quarterly physical inventory counts, and closely monitors sales history of product items to forecast printing needs. Maintains product item information via the online store. Maintains confidentiality of sensitive customer and financial information used within the framework of departmental guidelines. Proposes changes to processes and policy to improve customer service efficiency and effectiveness. Responds to client inquiries by phone and email.

Minimum Qualifications (or equivalent combination of education and experience):

Associate’s degree and 1-3 years of experience in customer service, accounts receivable, and/or accounts payable, or an equivalent combination of education and experience from which comparable knowledge and skills may be acquired.

Desirable Qualifications:

Team lead or supervisory experience is desirable. High degree of accuracy and attention to detail. Readiness to become knowledgeable about ASEBA® product information, relevant accounting processes and software. Excellent written and verbal communication skills. Subject to background check.

Other Information:

Ability to occasionally lift boxes weighing up to 50 pounds.

A six month probationary period will be required.

Special Conditions:

Contingent on continued funding, Occasional overtime/weekend hours required, Bargaining unit position



Hiring Min (Represents full-time (12 months, 1.0 FTE) equivalent salary. Must be prorated for jobs less than 12 months or 1.0FTE (Salary/12 x # of months x FTE)):


Payband Max (Represents full-time (12 months, 1.0 FTE) equivalent salary. Must be prorated for jobs less than 12 months or 1.0FTE (Salary/12 x # of months x FTE)):


Staff Hiring Band:

No Response

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Job Open Date:


Open Until Filled:


Position Title:

Business Support Generalist

Posting Number:




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Read our Diversity Profile UVM campus

The University of Vermont’s hilltop campus looks out across one of America’s most vibrant small cities to Lake Champlain and the Adirondack Mountains beyond. Here, students’ educational experience and activities are enriched by our location — from the energy and innovation of Burlington to the forests, farms, and independent spirit of Vermont.

UVM is a Public Ivy and top 100 research university of a perfect size, large enough to offer a breadth of ideas, resources, and opportunities, yet small enough to enable close faculty-student mentorship. With a commitment to undergraduate education, UVM professors — world-class researchers, scholars, and artists — bring their discoveries into the classroom and their students into the field.

You’ll find UVM faculty and students studying the effects of climate change aboard the Melosira, a research vessel and floating lab; testing new vaccines at the on-campus medical center; launching local start-ups; and working with refugees at Burlington community centers.

UVM doctorsSince 1791, the University of Vermont has worked to move humankind forward. The fifth oldest university in New England, UVM boasts a legacy of important firsts in education: the first college to declare public support of freedom of religion and the first to admit women and African-Americans to Phi Beta Kappa.

Today, the university continues to provide endless ways to explore the world, challenge ideas, and dig in on the most pressing issues of our time.

At a glance:

  • Founded in 1791, became a Land Grant university in 1862
  • Home to seven undergraduate schools and colleges, the Honors College, Graduate College, Larner College of Medicine, and Division of Continuing and Distance Education
  • Enrollment: 10,267 undergraduates, 1,462 graduate students, 461 medical students, 23 post-baccalaureate certificates, 892 non-degree students
  • 1,556 full- and part-time faculty
  • Offering 100+ bachelor’s degree programs, 50 master’s programs, 29 accelerated master’s programs, and 22 doctoral programs
  • 18 Division I athletic teams
  • “UVM” stands for Universitas Viridis Montis, Latin for University of the Green MountainsUVM prof

Our vision

To be among the nation’s premier small research universities, preeminent in our comprehensive commitment to liberal education, environment, health and public service.

Our mission

To create, evaluate, share and apply knowledge and to prepare students to be accountable leaders who will bring to their work dedication to the global community, a grasp of complexity, effective problem-solving and communication skills, and an enduring commitment to learning and ethical conduct. 

About Burlington:

UVM BurlingtonUVM’s hometown perennially appears on national rankings that laud its livability, access to nature and recreation (including the best skiing in the northeast), thriving food and music scene, rising identity as a technology and innovation hub, and its status as a top college town. City perks include an active pedestrian marketplace in the heart of downtown, 8 miles of waterfront along Lake Champlain featuring stunning sunsets over the Adirondacks beyond, and a 12-mile paved bike trail that runs along the lake. Burlington’s nickname, BTV, comes from the code for its airport, just 10 minutes from campus. With Montreal a 90-minute and Boston a 3.5-hour drive away, international and metropolitan culture are easily accessible for weekend adventures.

With a metro-area population of approximately 210,000, Burlington is Vermont’s largest city. In addition to UVM, large local employers include Global Foundries, GE Healthcare, Keurig Green Mountain,, Seventh Generation and Ben & Jerry’s Homemade. Vermont’s public K-12 schools are perennially ranked among the best in the nation.

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