Customer Service Representative 3 (H)

University of Miami; United States; Remote; USD 40,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Tuition remission

Competitive salary

Job summary

University of Miami is seeking a Customer Service Representative 3 to handle inquiries, complaints, and information requests across multiple channels. You will guide lower-level staff, resolve complex issues, and ensure accurate documentation of interactions in our databases.

The role requires a high school diploma or equivalent, at least 2 years of relevant experience, and comfort with confidential information.

Qualifications

• High school diploma or equivalent.
• Minimum 2 years of relevant experience.
• Effective oral and written communication.
• Ability to recognize, analyze and solve problems.
• Ability to handle confidential information with discretion.
• Ability to work evenings, nights, and weekends as necessary.
• Ability to lead, motivate, develop and train others.
• Proficiency with Microsoft Office.

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.

Skills

Communication

Problem solving

Discretion with confidential info

MS Office

Evenings/weekends availability

Leadership & training

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

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
• 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.

Benefits

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

Job Status

Full time Employee Type: Staff

Work Location

remote

Company Overview

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.

The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation. The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride. The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings. Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019. The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022. With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

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