Customer Service Representative 3 - Temporary

University of Miami; Coral Gables (FL); Sur place; USD 40 000 - 50 000; Plein temps

Résumé du poste

The University of Miami is seeking a Customer Service Representative 3 to handle a variety of inquiries and complaints through face-to-face, email, phone, and mail. The role guides lower-level staff and resolves complex issues, ensuring accurate documentation and adherence to university policies.

Responsibilities include assisting colleagues, researching concerns, and escalating unresolved items to leadership.

Qualifications

• High School Diploma or equivalent/relevant experience.
• Minimum 3 years of relevant experience.
• Strong written and verbal communication skills.
• Ability to learn new procedures, technologies, and adapt to changing priorities.

Responsabilités

• Assist lower-level customer service staff with day-to-day requests.
• Receive, address, and respond to inquiries, requests for service/support, and/or complaints.
• Research inquiries and address any issues or concerns.
• Resolve complex and unusual problems and communicate solutions or information to customers.
• Maintain records of customer interactions in applicable databases.
• Escalate unresolved concerns to department leadership for review.
• Adhere to policies and safeguard university assets.

Connaissances

Learning Agility

Teamwork

Technical Proficiency

Communication

Formation

High School Diploma or equivalent

Outils

Office software

Description du poste

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 .CORE JOB SUMMARYThe 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 FUNCTIONS1. Assists lower-level customer service staff with day-to-day requests.2. Receives, addresses, and responds to inquiries, requests for service/support, and/or complaints.3. Researches all inquiries and addresses any issues or concerns. Refers concerns to other service areas/departments for follow-up, as needed.4. Resolves complex and unusual problems and communicates solutions or requested information to customers. Verifies that appropriate changes/resolutions have been finalized.5. Maintains records of customer interactions, recording details of inquiries, complaints, comments, and final resolutions in applicable databases.6. Escalates and refers unresolved customer concerns to department leadership for further review, as necessary.7. Reviews and processes confidential information with discretion.8. 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 QUALIFICATIONSEducation:High School Diploma or equivalent/relevant experience, certification or licenseExperience:Minimum 3 years of relevant experience requiredCertification and Licensing:Refer to department description for applicable certification requirementsKnowledge, 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 is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida.With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally.We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.Job Status:Full timeEmployee Type:Temporary