Customer Service Representative 1 (H)

University of Miami; Coral Gables (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

University of Miami is seeking a staff member to handle general inquiries, service requests, and complaints. The role involves researching issues, documenting resolutions, and escalating complex matters as needed.

The position emphasizes discretion with confidential information, strong communication, and teamwork within a university health ecosystem.

Qualifications

• Educational requirement: High School Diploma or equivalent.
• Minimum 1 year of relevant experience.
• Ability to learn new procedures, technologies, and protocols.

Responsibilities

• Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints.
• Resolves routine problems and communicates solutions or information to customers or patients.
• Keeps records of customer interactions in the applicable database.

Skills

Learning Agility

Teamwork

Technical Proficiency

Communication

Education

High School Diploma or equivalent

Tools

MS Office

Job description

CORE JOB FUNCTIONS

1. Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints.
2. Researches all inquiries to address any issues or concerns. Refers concerns to other service areas/departments for follow-up, as needed.
3. Resolves routine and basic problems and communicates solutions or requested information to the customer or patient. Verifies that appropriate changes/resolutions have been finalized.
4. Keeps records of customer interactions, recording details of inquiries, complaints, comments, and final resolution in the applicable database.
5. Escalates and refers unresolved customer grievances to department leadership for further review, as necessary.
6. Reviews and processes confidential information with discretion.
7. Adheres to University and unit-level policies and procedures and safeguards University assets.

CORE QUALIFICATIONS

Education: High School Diploma or equivalent/relevant experience, certification or license

Certification and Licensing: Refer to department description for applicable certification requirements

Experience: Minimum 1 year of relevant experience required

Knowledge, Skills and Abilities:

• 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.

This is a core job profile description and is not reflective of all duties that may be assigned to a specific position in each individual department. The above statements are intended to describe the general nature and primary responsibilities of this core job profile. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job.

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

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

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

Job Status: Full time

Employee Type: Staff