Customer Service Representative 3 - Temporary

University of Miami; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

The University of Miami seeks a Senior Customer Service Representative 3 to address inquiries, complaints, and service requests across face-to-face, email, fax, telephone, and mail.

The role also guides lower-level staff, resolves complex issues, and records interactions in databases, while upholding policy and confidentiality standards.

Qualifications

• Education: High School Diploma or equivalent/relevant experience, certification or license
• Experience: Minimum 3 years of relevant experience required
• Certification and Licensing: Refer to department description for applicable certification requirements

Responsibilities

• Assists lower-level customer service staff with day-to-day requests.
• Receives, addresses, and responds to inquiries, requests for service/support, and/or complaints.
• Researches all inquiries and addresses any issues or concerns. Refers concerns to other service areas/departments for follow-up, as needed.
• Resolves complex and unusual problems and communicates solutions or requested information to customers. Verifies that appropriate changes/resolutions have been finalized.
• Maintains records of customer interactions, recording details of inquiries, complaints, comments, and final resolutions in applicable databases.
• Escalates and refers unresolved customer concerns 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.

Skills

Learning Agility

Teamwork

Technical Proficiency

Communication

Education

High School Diploma or equivalent

Tools

Office software

Relevant computer applications

Job description

CORE JOB SUMMARY

The Senior 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

1. 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 QUALIFICATIONS

1. Education: High School Diploma or equivalent/relevant experience, certification or license
2. Experience: Minimum 3 years of relevant experience required
3. Certification and Licensing: Refer to department description for applicable certification requirements

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 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.

Job Status: Full time Employee Type: Temporary

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.