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 is hiring a full-time 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, email, fax, telephone, and regular mail. The representative also guides lower-level customer service staff and handles complex or unusual problems. The position researches inquiries, resolves routine and basic problems, coordinates referrals and follow-up when needed, verifies that resolutions are finalized, and documents customer interactions and outcomes in the applicable database. It also involves handling confidential information discreetly, escalating unresolved grievances to department leadership, and following University and unit policies and procedures while safeguarding University assets. Duties may be expanded as necessary. The University of Miami offers competitive salaries and a comprehensive benefits package. UHealth–University of Miami Health System is an academic medical center serving South Florida, Latin America, and the Caribbean through patient care, research, and medical education.

Requirements

High school diploma or equivalent/relevant experience, certification, or license.
At least 3 years of relevant experience.
Ability to learn new procedures, technologies, and protocols and adapt to changing priorities and work demands.
Ability to collaborate with others and contribute to a team environment.
Skill in using 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.
Refer concerns 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 inquiries, complaints, comments, and resolutions in the applicable database.
Escalate and refer 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.