Customer Service Representative 3

University of Miami•Miami, FL

1d•Onsite

About The Position

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. The University of Miami is an academic medical center, UHealth-University of Miami Health System, providing leading-edge patient care powered by groundbreaking research and medical education at the Miller School of Medicine. As an academic medical center, it serves South Florida, Latin America, and the Caribbean. Its physicians represent more than 100 specialties and sub-specialties. The University of Miami is a vibrant and diverse academic and healthcare community, which has rapidly progressed to become one of the nation’s top research universities and academic medical centers. It comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs.

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).
Any appropriate combination of relevant education, experience and/or certifications may be considered.

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.