Customer Service Representative

University of Miami; United States; On-site; USD 34,000 - 42,000; Full time

Job summary

The University of Miami is seeking a Customer Service Representative 1 for its UHealth Laboratories Department. The role handles inquiries, complaints, and information requests via face-to-face, email, fax, telephone, or mail, and follows up on patient concerns.

Responsibilities include researching inquiries, routing to appropriate departments, resolving routine issues, and maintaining accurate records while adhering to policies and safeguarding assets.

Qualifications

• High School Diploma or equivalent required.
• Minimum 1 year of relevant experience.
• Ability to communicate effectively in writing and speaking.
• Ability to recognize, analyze and solve a variety of problems.
• Ability to process and handle confidential information with discretion.
• Ability to work evenings, nights, and weekends as necessary.
• Proficiency in computer software (Microsoft Office).

Responsibilities

• Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints.
• Researches inquiries to address issues or concerns.
• References concerns to other service areas/departments for follow-up.
• Resolves routine and basic problems and communicates solutions or information.
• Verifies that changes/resolutions have been finalized.
• Keeps records of customer interactions in the database.
• Escalates unresolved grievances to leadership when needed.
• Maintains discretion with confidential information.

Skills

Effective communication

Problem solving

Discretion with confidential info

MS Office proficiency

Education

High School Diploma

Tools

Microsoft Office

Job description

The UHealth Laboratories Department at the University of Miami has an exciting opportunity for a Customer Service Representative 1.

CORE JOB SUMMARY

The Customer Service Representative 1 (H) receives, reviews, and addresses a variety of inquiries, including complaints, requests for information and/or service, etc., and follows up on customer/patient concerns via face-to-face, email, fax, telephone, and/or regular mail.

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 or patient.
• 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.

CORE QUALIFICATIONS

• Education: High School Diploma or equivalent
• Experience: Minimum 1 year of relevant experience
• Knowledge, Skills and Attitudes: 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).

DEPARTMENT ADDENDUM Department Specific Functions

• Manages the archiving, storage, and retrieval of pathology materials in both on-site and off-site facilities to ensure timely availability for diagnostic purposes and to maintain regulatory compliance.
• Ensures the accurate and timely dispatch of materials to appropriate locations using established tracking systems to maintain chain-of-custody integrity and meet turnaround time requirements.
• Verifies completeness of materials and documentation prior to sendouts to external facilities to ensure quality and prevent delays.
• Monitors the quality of materials during handling and transfer processes to preserve specimen integrity and support accurate diagnostic outcomes.
• Identifies and resolves issues related to missing specimens or incomplete information to prevent workflow disruptions and ensure timely case resolution.
• Provides cross-functional backup for other responsibilities within the department to ensure continuity of operations and enhance team flexibility and reliability.
• Collaborates with faculty, residents, and fellows to locate specimens requested by pathologists, outside institutions, and clinicians to support patient care, education, and interdepartmental coordination.
• Receive, sort and track international and external cases received by FedEx and other carriers.
• Assist patients, clients, and visitors.
• Maintaining a detailed pending list of problem cases.
• Performs additional duties as assigned by leadership to support departmental priorities and evolving operational needs.

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.

Job Status: Full time Employee Type: Staff

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.