Customer Service Representative 3

University of Miami•Miami, FL

About The Position

Family Medicine & Community Health has an exciting opportunity for a Customer Service Representative 3 position. The incumbent 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. CORE QUALIFICATIONS High School Diploma or equivalent required Minimum 3 year of relevant experience DEPARTMENT ADDENDUM Department Specific Functions The Division of Community Health manages a major Tobacco Cessation program in Miami-Dade County, generating a high volume of calls to and from clients wishing to enroll in Tobacco Cessation classes; the Sr. Customer representative will mostly be responsible for reaching out to these individuals, assessing their readiness to join the program, and enrolling them into the program. They will also follow-up with clients during and after participation in the program. Client Enrollment and follow-up (80% effort) Responds to inquiries about tobacco cessation services available through the AHEC Program and Tobacco Free Florida, including times and locations of scheduled AHEC cessation group meetings to ensure timely assistance. Screens and assesses callers for enrollment in appropriate tobacco cessation services according to established protocols to ensure customer satisfaction. Obtains and inputs all required information to ensure that clients are appropriately registered and prepared to attend scheduled AHEC tobacco cessation classes. Makes follow-up calls to clients who are referred for cessation services to complete registration process. Makes follow-up calls to clients who have participated in cessation classes to assess clients’ satisfaction and ensure that all needs have been met. Adheres to programmatic policies and procedures to ensure compliance with contractual requirements of the funding agency. Implements changes in programmatic requirements and procedures as directed by the funding agency. Attends training programs to optimize client communication skills. Be available to work flexible schedules, including evenings and weekends when needed. Assist Program Manager with: Monitoring of pre-referrals Review of e-referrals Logistics and coordination (20%) Manage Tobacco Incentive Gift Card Project Maintain Gift Card ID and Participant Name Tracking Form Log Review and verify clients’ eligibility Document on client’s profile Prepare FedEx Order Performs other tasks as needed.

Requirements

High School Diploma or equivalent required
Minimum 3 year of relevant experience

Nice To Haves

Associate’s degree and at least 2 years of relevant experience preferred, but not required.
High school diploma and at least 4 years of relevant experience is required.
Bilingual in English and Spanish preferred due to the fact that a majority of the population we serve is Hispanic, several of them with limited or no English proficiency.

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.
Responds to inquiries about tobacco cessation services available through the AHEC Program and Tobacco Free Florida, including times and locations of scheduled AHEC cessation group meetings to ensure timely assistance.
Screens and assesses callers for enrollment in appropriate tobacco cessation services according to established protocols to ensure customer satisfaction.
Obtains and inputs all required information to ensure that clients are appropriately registered and prepared to attend scheduled AHEC tobacco cessation classes.
Makes follow-up calls to clients who are referred for cessation services to complete registration process.
Makes follow-up calls to clients who have participated in cessation classes to assess clients’ satisfaction and ensure that all needs have been met.
Adheres to programmatic policies and procedures to ensure compliance with contractual requirements of the funding agency.
Implements changes in programmatic requirements and procedures as directed by the funding agency.
Attends training programs to optimize client communication skills.
Be available to work flexible schedules, including evenings and weekends when needed.
Assist Program Manager with: Monitoring of pre-referrals Review of e-referrals
Manage Tobacco Incentive Gift Card Project
Maintain Gift Card ID and Participant Name Tracking Form Log
Review and verify clients’ eligibility
Document on client’s profile
Prepare FedEx Order
Performs other tasks as needed.