Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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)
Benefits
- Medical benefits
- Dental benefits
- Tuition remission
- Remote work
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