Customer Service Representative 3 (H)

University of Miami • Medley, FL

10d • Remote

About The Position

The University of Miami’s Department of UHealth Connect is hiring a full-time Customer Service Representative 3 to work remotely. The role receives, reviews, and addresses customer inquiries, complaints, and requests for information or service through face-to-face interactions, email, fax, telephone, and regular mail. The representative follows up on customer concerns, researches issues, and communicates resolutions or requested information. The role also provides guidance to lower-level customer service staff and handles complex or unusual problems.

The position requires discretion when reviewing and processing confidential information, accurate documentation of customer interactions and resolutions, and adherence to University and unit-level policies and procedures. Duties may be expanded to include other responsibilities as necessary.

Requirements

• High school diploma or equivalent.
• Minimum of 2 years of relevant experience.
• Ability to communicate effectively in oral and written form.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to process and handle confidential information with discretion.
• Ability to work evenings, nights, and weekends as necessary.
• Ability to lead, motivate, develop, and train others.
• Proficiency with computer software, including Microsoft Office.

Nice To Haves

• Relevant education, certifications, and/or work experience may be considered.

Responsibilities

• Assist lower-level customer service staff with day-to-day requests.
• Receive, address, and respond to general inquiries, service or support requests, and complaints.
• Research inquiries to address issues and concerns.
• Refer concerns to other service areas or departments for follow-up as needed.
• Resolve complex and unusual problems and communicate solutions or requested information to customers.
• Verify that appropriate changes or resolutions have been finalized.
• Record customer interactions, including inquiry and complaint details, comments, and final 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.
• Adhere to University and unit-level policies and procedures and safeguard University assets.

Benefits

• Competitive salaries.
• Medical benefits.
• Dental benefits.
• Tuition remission.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED