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Customer Service Representative
Company: University of Miami Health System
Location: Coral Gables, FL
Employment Type: Full Time
Date Posted: 09/17/2021
Expire Date: 11/17/2021
Job Categories: Administrative and Support Services
Job Description
Customer Service Representative
The Customer Service Representative receives, reviews, and addresses a variety of inquiries, to include 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.

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-inclusiv
e and may be expanded to include other duties or responsibilities as necessary.



High School Diploma or equivalent


Minimum 1 year of relevant experience

Knowledge, Skills and Attitudes:

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 work evening, nights, and weekends as necessary.

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

Department Specific Functions

Customer Service:

Greets public and provides housing and resource information to new and continuing students, parents, etc.

i>Answers phones and provides a customer service oriented approach at all times.
Frequently directs students, parents, and guests to other offices on campus, thereby requiring knowledge about many campus departments.

Triage problems and refers students to the appropriate administrative staff.

Requires understanding and complete knowledge of housing and residential life policies and procedures, especially as it relates to room assignment information


Serves as the primary receptionist for an office of 12 professional staff and five administrative support staff.

Assists with the training and supervision of central office student assistants. Prepare work orders.

Maintains the inventory of all office supplies and forms and places orders for both as necessary. Arrange food service support for departmental events by ordering and processing purchase orders for food service providers/vendors
View/maintain Housing and Van calendars in Outlook.

Open and distribute department’s inter-office campus and U.S. mail


Reviews inactive files to prep for document scanning process


Accepts various student staff applications – verify completion of all paperwork and address questions regarding the application/selection process.

Maintains departmental vehicle sign-out log and securing vehicle keys.

Ensures reception area remains presentable, including maintaining up to date informational materials.

Other duties as assigned.
Contact Information
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