Customer Service Representative 3 (H)

Current Employees

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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.

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

The University of Miami is an Equal Opportunity Employer. Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply.