Customer Service Representative 3 (H)

University of Miami•Medley, FL

4d•Remote

About The Position

The Customer Service Representative 3 receives reviews and addresses a variety of inquiries, to include 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 provides guidance to lower-level customer service staff and handles the more complex or unusual problems.

Requirements

High school diploma or equivalent
Minimum 2 years 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.
Ability to lead, motivate, develop and train others.
Proficiency in computer software (i.e., Microsoft Office).
Any relevant education, certifications and/or work experience may be considered.

Responsibilities

Assists lower level customer service staff with day-to-day requests.
Receives, addresses and responds to general inquiries, requests for service/support and/or complaints.
Researches all inquiries in order to address any issues or concerns.
Refers concerns to other service areas/departments for follow-up, as needed.
Resolves complex and unusual problems and communicates solution 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.