Customer Service Representative (UHealth Wellness Center)

University of Miami•Miami, FL

13d•Onsite

About The Position

The Department of Medical Wellness & Recreation has an exciting opportunity for a Part-time Customer Service Representative to work in Miami, FL. The Customer Service Representative 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. 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 routine and basic 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. 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. Department Specific Functions Supports and enforces all UHealth Fitness and Wellness Center policies. Facilitates front desk check-in procedures for facility visits, personal training sessions, fitness classes, and other programs. Provides tours to prospective members. Processes payments for pro-shop sales, membership enrollments, and wellness programs. Reports facility/operational issues to management, housekeeping, and security. Provides information regarding proper and safe use of fitness equipment. Performs routine maintenance of fitness floor and equipment. Answers questions and provides customer service to all patrons. Responds in an emergency (medical or other) with appropriate action and contacts 911 and UHealth Campus Security as needed. Any appropriate combination of relevant education, experience and/or certifications may be considered.

Requirements

High School Diploma or equivalent
Minimum 1 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, 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.
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 routine and basic 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.
Supports and enforces all UHealth Fitness and Wellness Center policies.
Facilitates front desk check-in procedures for facility visits, personal training sessions, fitness classes, and other programs.
Provides tours to prospective members.
Processes payments for pro-shop sales, membership enrollments, and wellness programs.
Reports facility/operational issues to management, housekeeping, and security.
Provides information regarding proper and safe use of fitness equipment.
Performs routine maintenance of fitness floor and equipment.
Answers questions and provides customer service to all patrons.
Responds in an emergency (medical or other) with appropriate action and contacts 911 and UHealth Campus Security as needed.