Customer Service Representative 1 (H)

University of Miami•Coral Gables, FL

5d•Onsite

About The Position

This position receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints. The representative will research all inquiries to address any issues or concerns, referring them to other service areas/departments for follow-up as needed. They will resolve routine and basic problems and communicate solutions or requested information to the customer or patient, verifying that appropriate changes/resolutions have been finalized. The role involves keeping records of customer interactions, recording details of inquiries, complaints, comments, and final resolution in the applicable database. Additionally, the representative will escalate and refer unresolved customer grievances to department leadership for further review, as necessary, and review and process confidential information with discretion. Adherence to University and unit-level policies and procedures and safeguarding of University assets is also required. This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

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.