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Customer Service Representative 3
2 months ago
The University of Miami is seeking a highly skilled Senior Customer Service Representative to join our Pathology Department team. As a key member of our customer service team, you will be responsible for providing exceptional service to our patients, clients, and visitors, ensuring that their needs are met and exceeded.
Key Responsibilities- Assist lower-level customer service staff with day-to-day requests and provide guidance as needed.
- Receive, address, and respond to general inquiries, requests for service/support, and complaints, researching all inquiries to address any issues or concerns.
- Refer concerns to other service areas/departments for follow-up as needed and resolve complex and unusual problems, communicating solutions or requested information to customers.
- Verify that appropriate changes/resolutions have been finalized and keep records of customer interactions, recording details of inquiries, complaints, comments, and final resolutions in applicable databases.
- Escalate and refer unresolved customer grievances to department leadership for further review as necessary.
- Review and process confidential information with discretion and adhere to University and unit-level policies and procedures, safeguarding University assets.
- High school diploma or equivalent required.
- 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).
The Senior Customer Service Representative will be responsible for managing designated folders in the Pathology Main Inbox, receiving, sorting, and tracking international and external cases received by FedEx and other carriers, and reviewing all clinician requests to ensure necessary documentation has been received to proceed with the request for patient care.
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 is proud to serve South Florida, Latin America, and the Caribbean, and our physicians represent more than 100 specialties and sub-specialties, with over one million patient encounters each year.
Patient safety is a top priority, and during the Influenza season, all employees who provide ongoing services to patients, work in a location where patient care is provided, or work in patient care or clinical care areas, are required to have an annual influenza vaccination. The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply.
