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

University of Miami•Miami, FL

11d

About The Position

The University of Miami, Bascom Palmer Eye Institute, has an exciting opportunity for a full time Customer Service Representative 3. The Customer Service Representative 3 (H) receives, reviews, and addresses a variety of inquiries, including complaints, requests for information and/or service, etc., and follows up on customer concerns via face-to-face, email, fax, telephone, and/or regular mail. This position also guides lower-level customer service staff and handles more complex or unusual problems. CORE JOB FUNCTIONS 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. Verifies that appropriate changes/resolutions have been finalized. Keeps record of customer interactions, recording details of inquiries, complaints, comments, and final resolution in 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. 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
Minimum 3 year of relevant experience
Ability to communicate effectively in both 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 evening, nights, and weekends as necessary.
Proficiency in computer software (i.e., Microsoft Office).

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.
Verifies that appropriate changes/resolutions have been finalized.
Keeps record of customer interactions, recording details of inquiries, complaints, comments, and final resolution in 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.