Customer Service Representative 3 (H)

The University of Miami/UHealth is hiring a Customer Service Representative 3 for its UHealth Connect department. The role handles customer inquiries, complaints, and service requests, resolves complex issues, and supports lower-level customer service staff.

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
• Reviews and processes confidential information with discretion. Adheres to University and unit-level policies and procedures and safeguards University assets

Requirements:

• High school diploma or equivalent
• Minimum 2 years of relevant experience
• Ability to communicate effectively in both oral and written form
• Ability to recognize, analyze and solve a variety of problems
• Ability to process and handle confidential information with discretion
• Ability to lead, motivate, develop and train others
• Proficiency in computer software (i.e., Microsoft Office)