Customer Service Representative 3 - Full Time - Bascom Palmer Eye Institute (Miami, FL)

University of Miami; Miami (FL); On-site; USD 40,000 - 52,000; Full time

Job summary

The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity for a Customer Service Representative 3 in Miami, FL, in the Department of Patient Access. The role handles inquiries, complaints, and information requests and follows up via face-to-face, email, phone, or mail.

The ideal candidate will have a High School Diploma or equivalent and at least 3 years of relevant experience, strong communication skills, and the ability to guide lower-level staff and resolve

Qualifications

• High School Diploma or equivalent or relevant experience.
• Minimum 3 years of customer service experience.

Responsibilities

• Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints.
• Researches inquiries to address issues or concerns; refers to other areas as needed.
• Resolves routine problems and communicates solutions to the customer.
• Verifies that changes/resolutions have been finalized.
• Keeps record of customer interactions in the applicable database.
• Escalates unresolved grievances to department leadership for review.
• Reviews and processes confidential information with discretion.
• Adheres to University policies and safeguards assets.

Skills

Learning Agility

Teamwork

Technical Proficiency

Communication

Education

High School Diploma or equivalent

Tools

Office software

Job description

The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity for a Customer Service Representative 3 for the Department of Patient Access in Miami, Florida. The Customer Service Representative 3 receives, reviews, and addresses a variety of inquiries, including 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 guides lower-level customer service staff and handles more complex or unusual problems.

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.
• 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.

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 3 years 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.

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