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The UHealth Connect Department of has an exciting opportunity for a full-time Customer Service Representative to work in Medley, FL. The Contact Center Customer Service Representative (CCCSR) receives, reviews, and addresses a variety of inquiries related to academic student services and initiates triage service and/or provides follow-up with customers via multi-channel technology: telephone, email, and case management software.

• 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 routine and basic 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.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent

• Minimum 1 year 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.

• Proficiency in computer software (i.e. Microsoft Office).

Department Specific Functions

• Answers and address all issues/concerns/requests in accordance with the Contact Center policies to ensure goal attainment with service levels, answering timeframes and call abandonment goals.

• Provides general information about Canes Central and completes initial call resolution or escalates cases as needed to key departments: Billing, Registration, Financial Aid and Cane Card services at University of Miami from the general public, prospective and current students, and their families via the telephone, email and case management software.

• Utilizes Canes Central Knowledge database and maintains excellent understanding of service areas listed above.

• Reviews new materials and department updates (via email or reference guides) and integrates new knowledge into service delivery.

• Communicates in a professional, clear, concise, well-modulated and empathetic manner both verbally and in written form with all customers and stakeholders.

• Maintains professionalism during high stress times, high call volume and urgent requests from department or management

• Ability to communicate effectively in written and verbal forms.

• Demonstrated ability to communicate effectively with students, families, and stakeholders.

• Demonstrated ability to interact and assist students & their families with a passion for providing excellent service and care.

• Ability to work under a high level of stress with time constraints while maintaining composure and sensitivity to each customer’s specific needs.

• Ability to maintain a high level of diplomacy when dealing with stressful situations.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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