Customer Service Representative 2 (H)

Customer Service Representative 2

The Customer Service Representative 2 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.

Core Job Functions

Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints.

Researches all inquiries 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 solutions or requested information to the customer or patient. Verifies that appropriate changes/resolutions have been finalized.

Keeps records of customer interactions, recording details of inquiries, complaints, comments, and final resolution in the 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.

Core Qualifications

Education: High School Diploma or equivalent/relevant experience, certification or license

Certification and Licensing: Refer to department description for applicable certification requirements

Experience: Minimum 2 year of relevant experience required

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.

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