Customer Service Representative 3 (H)

200 UM Corp (Enterprise); United States; Remote; USD 40,000 - 64,000; Full time

Job summary

University of Miami/UHealth Connect is seeking a full-time Customer Service Representative 3 to work remote. The role handles inquiries, complaints, requests for information, and ensures follow-up with customers via multiple channels.

The CSR 3 mentors lower-level staff, resolves complex issues, and coordinates with other departments while safeguarding confidential information; strong communication and office software skills are essential.

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years of relevant experience.

Responsibilities

• Assists lower level customer service staff with day-to-day requests.
• Receives, addresses and responds to general inquiries, requests for service/support and/or complaints.
• Researches inquiries to address issues or concerns.
• Refer concerns to other service areas for follow-up as needed.
• Resolves complex problems and communicates solutions to the customer.
• Verifies changes/resolutions have been finalized.

Skills

Effective communication

Problem solving

Discretion with confidential info

Leadership / training

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Current Employees:

If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet.

The University of Miami/UHealth, Department of UHealth Connect has an exciting opportunity for a full time Customer Service Representative 3 to work remote.

Core Summary

The Customer Service Representative 3 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 position also provides guidance to lower-level customer service staff and handles the more complex or unusual problems.

Core Responsibilities

• Assists lower level customer service staff with day-to-day requests.
• 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 complex and unusual 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.

Core Qualifications

• High school diploma or equivalent
• Minimum 2 years 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.
• Ability to lead, motivate, develop and train others.
• Proficiency in computer software (i.e., Microsoft Office).

Any relevant education, certifications and/or work experience may be considered.

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