Customer Service Representative (Temporary)

University of Miami • Coral Gables, FL

10d • Onsite

About The Position

The Customer Service Representative 1 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 role assists customers of the Parking & Transportation department with all interactions involving Cane Cards, Parking Permits and Citations. The representative acts as a primary source of information for parking and transportation to students, student family members, faculty, staff, vendors, contractors, and other visitors to the university. The role requires conducting a variety of transactions relating to the parking and transportation operation and representing the University of Miami in a professional manner at all times.

Requirements

• High School Diploma or equivalent/relevant experience, certification or license
• Minimum 1 year of relevant experience required
• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.
• Must be knowledgeable on all parking and transportation policies, including seasonal changes so that timely and accurate information is relayed to customers.
• Must ensure that general situations follow the established departmental protocol to ensure consistency between all CSRs.
• Any extraordinary situation should be supported with documentation to provide justification in case of future review.
• Be knowledgeable of daily reconciliation processes and be able to accurately perform these duties when assigned to do so.
• All CSRs should have a total ‘not ready’ time of less than 20% of their total clocked in hours.
• Must have the ability to think creatively and with autonomy when dealing with customer situations to ensure that a seamless and efficient experience is given.
• Will be knowledgeable on processes that initiate transactions between departments (i.e. Input Documents for Student Accounts, work orders with Facilities, requests for service with IT etc).
• Must be a team player and actively look for opportunities to support and help colleagues.

Nice To Haves

• Eagerness to go above and beyond the minimum requirements is a highly preferred attribute.

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 records of customer interactions, recording details of inquiries, complaints, comments, and final resolution in the 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.
• Assist customers of the Parking & Transportation department with all interactions involving Cane Cards, Parking Permits and Citations.
• Acts as a primary source of information for parking and transportation to students, student family members, faculty, staff, vendors, contractors, and other visitors to the university.
• Conducts a variety of transactions relating to the parking and transportation operation.
• Represents the University of Miami in a professional manner at all times.
• Manage the accounts of faculty, staff, students, contractors and visitors to the university through the use of the T2 Flex software.
• Accurately review accounts and provide information and guidance to all customers.
• Manage the issuing of short term parking to customers following the department’s audit controls to ensure accountability for parking revenue by use of the ‘Pay-by-Phone’ portal.
• Exercise fair and equitable judgement when dealing with customer inquiries regarding citations.
• Ensure that general situations follow the established departmental protocol to ensure consistency between all CSRs.
• Maintain a current working knowledge of departmental initiatives and activities from Operations, Event Services, and Mobility and actively ensure that actions fully support all aspects of the department’s different functions.
• Ensure that all credit card transactions are completed in accordance with established PCI regulations.
• Maintain the security of all personal credit card receipts until handed off for daily reconciliation.
• Monitor the departmental and personal work email accounts and respond to customer inquiries within 24 business hours.
• Ensure that any email sent from the main parking account has the name of the CSR in the signature file.
• Ensure that all check deposits are credited to the customer accounts when assigned to do so.
• Process physical checks received at the office in accordance to established university procedures.
• Ensure that the telephone at the workstation is logged on and marked as ‘ready’ when clocked in and working.
• Switch the phone to the ‘not ready’ status when stepping away from the desk to ensure callers are not directed to an unattended phone.
• Ensure that the front desk remains clean and presentable at all times.
• Clearly display a provided name tag whenever on duty at the front desk.
• Ensure that all customers are greeted in a friendly and courteous manner.
• Give priority to a customer either in-person or over the phone over any administrative task.
• Think creatively and with autonomy when dealing with customer situations to ensure that a seamless and efficient experience is given.
• Be knowledgeable on processes that initiate transactions between departments (i.e. Input Documents for Student Accounts, work orders with Facilities, requests for service with IT etc).
• Create and develop relationships between P&T and other department representatives to enhance and support the efficient processing of these transactions.
• Be a team player and actively look for opportunities to support and help colleagues.

Benefits

• The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida. With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally. We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED