Customer Service Representative 3

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 The University of Miami/UHealth Department Medical Wellness and Recreation has an exciting opportunity for a full-time Sr. Customer Service Representative to work in Miami, FL. The Sr. 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. This position also provides guidance to lower-level customer service staff and handles the more complex or unusual problems.

CORE JOB FUNCTIONS                                                                                                          

• 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.

Department Specific Functions

• Responsible for opening shift at Wellness Center from 5 am to 1 pm. 

• Facilitates front desk check-in procedures for members, personal training sessions, fitness classes, and other wellness programs.

• Provides tours to prospective members.

• Cross-trains and assists with Membership Office duties as needed. 

• Processes payments for pro-shop sales and fitness programs. 

• Monitors towel inventory and reports fluctuations to supervisor.

• Reports facility/operational issues to management, housekeeping, and security.

• Assists with special projects, promotions, and Wellness Center events.

• Other job-related duties as assigned.

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                                                                                                         

• 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 work evening, nights, and weekends as necessary.

• Ability to lead, motivate, develop and train others.

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

Any relevant education, certifications and/or work experience may be considered.

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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.

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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