Customer Service Representative 3 (H)

University of Miami • Medley, FL

1d • Remote

About The Position

The University of Miami/UHealth 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, and follows up on customer concerns through face-to-face, email, fax, telephone, and regular mail. The representative provides guidance to lower-level customer service staff and handles complex or unusual problems.

The position requires researching inquiries, coordinating with other service areas when needed, communicating solutions, verifying resolutions, documenting interactions, and escalating unresolved grievances. It also involves handling confidential information discreetly and following University and unit policies and procedures. Duties may be expanded as necessary.

Requirements

• High school diploma or equivalent.
• At least 2 years of relevant experience.
• Effective oral and written communication skills.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to handle confidential information with discretion.
• Ability to work evenings, nights, and weekends as necessary.
• Ability to lead, motivate, develop, and train others.
• Proficiency in 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 or 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 details, complaints, 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.
• Follow University and unit-level policies and procedures and safeguard University assets.

Benefits

• Medical benefits.
• Dental benefits.
• Tuition remission.

What This Job Offers

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