Sr. Customer Service Representative 3 - Temporary

umiami; Coral Gables (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

The University of Miami in Coral Gables, FL seeks a Senior Customer Service Representative 3 to handle inquiries, complaints, and service requests via face-to-face, email, phone, or mail. The role guides junior staff and resolves complex issues while maintaining records and protecting university assets.

Requirements include a high school diploma or equivalent and at least 3 years of related experience. The position supports campus operations with adherence to university policies.

Qualifications

• Learning agility to adapt to procedures, tech, and priorities.
• Teamwork and collaboration with others in a service environment.
• Technical proficiency with office software and related tools.
• Strong written and verbal communication with stakeholders.

Responsibilities

• Assist lower-level staff with day-to-day requests.
• Receive and respond to inquiries, service requests, and complaints.
• Research inquiries and refer issues to other departments as needed.
• Resolve complex problems and communicate solutions to customers.
• Maintain records of customer interactions in databases.
• Escalate unresolved issues to leadership as needed.
• Handle confidential information with discretion.
• Adhere to university policies and safeguard assets.

Skills

Learning Agility

Teamwork

Technical Proficiency

Communication

Education

High School Diploma or equivalent

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.

CORE 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

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. Click here for additional information.

Job Status:

Full time

Employee Type:

Temporary