Senior Customer Service Lead — Complex Inquiries

University of Miami; Coral Gables (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The University of Miami seeks a Senior Customer Service Representative 3 to handle a range of inquiries, complaints, and service requests. The role guides lower-level staff and resolves complex issues, ensuring follow-through on resolutions.

Education includes a high school diploma or equivalent with at least three years of relevant experience. Strong communication and discretion are essential in this fast-paced environment.

Qualifications

• High School Diploma or equivalent; relevant experience allowed.
• Minimum 3 years of relevant experience.
• Certification or licensing as required by department

Responsibilities

• Assist lower-level staff with day-to-day requests.
• Receive, address, and respond to inquiries, requests for service/support, and/or complaints.
• Research inquiries and refer follow-up to other departments as needed.
• Resolve complex and unusual problems and communicate solutions to customers.
• Maintain records of customer interactions in applicable databases.
• Escalate unresolved concerns to department leadership for review.
• Review and handle confidential information with discretion.
• Adhere to University policies and safeguard University assets.

Skills

Learning Agility

Teamwork

Technical Proficiency

Communication

Education

High School Diploma

Tools

Office software

Job description

The University of Miami seeks a Senior Customer Service Representative 3 to handle a range of inquiries, complaints, and service requests. The role guides lower-level staff and resolves complex issues, ensuring follow-through on resolutions.

Education includes a high school diploma or equivalent with at least three years of relevant experience. Strong communication and discretion are essential in this fast-paced environment.