Senior Remote Customer Service Specialist

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

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.