Customer Service Representative 1 (H)

University of Miami•Coral Gables, FL

4d•Onsite

About The Position

This is a core job profile description for a Customer Service Representative 1 at the University of Miami. The role involves receiving and responding to general inquiries, requests for service/support, and complaints. Responsibilities include researching issues, resolving routine problems, maintaining records of customer interactions, and escalating unresolved grievances. The position requires discretion when handling confidential information and adherence to University policies. This is a full-time staff position.

Requirements

High School Diploma or equivalent/relevant experience, certification or license
Minimum 1 year of relevant experience required
Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
Teamwork: Ability to work collaboratively with others and contribute to a team environment.
Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

Nice To Haves

Refer to department description for applicable certification requirements

Responsibilities

Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints.
Researches all inquiries to address any issues or concerns. Refers concerns to other service areas/departments for follow-up, as needed.
Resolves routine and basic problems and communicates solutions or requested information to the customer or patient. Verifies that appropriate changes/resolutions have been finalized.
Keeps records of customer interactions, recording details of inquiries, complaints, comments, and final resolution in the applicable database.
Escalates and refers unresolved customer grievances to department leadership for further review, as necessary.
Reviews and processes confidential information with discretion.
Adheres to University and unit-level policies and procedures and safeguards University assets.