Customer Service Representative 3 - Full Time - Bascom Palmer Eye Institute (Miami, FL)

University of Miami•Miami, FL

About The Position

The University of Miami’s Bascom Palmer Eye Institute has a full-time opportunity for a Customer Service Representative 3 in the Department of Patient Access in Miami, Florida. The role receives, reviews, and addresses inquiries, complaints, and requests for information or service, and follows up on customer concerns through face-to-face interactions, email, fax, telephone, and regular mail. The representative also guides lower-level customer service staff and handles complex or unusual problems.

Requirements

High school diploma or equivalent, or relevant experience, certification, or license.
Minimum of 3 years of relevant experience.
Ability to learn new procedures, technologies, and protocols and adapt to changing priorities and work demands.
Ability to work collaboratively and contribute to a team environment.
Proficiency with office software, technology, and relevant computer applications.
Strong written and verbal communication skills.

Responsibilities

Receive, address, and respond to general inquiries, service or support requests, and complaints.
Research inquiries to address issues or concerns and refer matters to other service areas or departments for follow-up when needed.
Resolve routine and basic problems and communicate solutions or requested information to customers.
Verify that appropriate changes or resolutions have been finalized.
Record details of customer interactions, inquiries, complaints, comments, and final resolutions in the applicable database.
Escalate unresolved customer grievances to department leadership for further review as necessary.
Review and process confidential information with discretion.
Follow University and unit-level policies and procedures and safeguard University assets.
Guide lower-level customer service staff and handle complex or unusual problems.