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CORE JOB SUMMARY
The Customer Service Representative 3 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. This position also guides lower-level customer service staff and handles more complex or unusual problems.

CORE JOB FUNCTIONS
1. Assists lower-level customer service staff with day-to-day requests.
2. Receives, addresses, and responds to inquiries, requests for service/support, and/or complaints.
3. Researches all inquiries and addresses any issues or concerns. Refers concerns to other service areas/departments for follow-up, as needed.
4. Resolves complex and unusual problems and communicates solutions or requested information to customers. Verifies that appropriate changes/resolutions have been finalized.
5. Maintains records of customer interactions, recording details of inquiries, complaints, comments, and final resolutions in applicable databases.
6. Escalates and refers unresolved customer concerns to department leadership for further review, as necessary.
7. Reviews and processes confidential information with discretion.
8. 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

Experience:
Minimum 3 years of relevant experience required

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

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.

This is a core job profile description and is not reflective of all duties that may be assigned to a specific position in each individual department. The above statements are intended to describe the general nature and primary responsibilities of this core job profile. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job.

The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida.

With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally.

We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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