Senior Customer Service Lead – Complex Inquiries

University of Miami; Coral Gables (FL); On-site; USD 40,000 - 50,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Learning Agility

Teamwork

Technical Proficiency

Communication

Education

High School Diploma or equivalent

Tools

Office software

Job description

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.