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University of Miami · 5 months ago

Customer Service Representative 3

Miami, FL

Full-time

Onsite

Mid Level

3+ years exp

The University of Miami is a leading academic medical center providing patient care and education. They are seeking a Customer Service Representative 3 to manage inquiries and complaints, guide lower-level staff, and assist in enrolling clients in a Tobacco Cessation program.

Higher Education

H1B Sponsor Likely

Responsibilities

Receives, addresses, and responds to general inquiries, requests for service/support, and/or complaints

Researches all inquiries 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 solutions 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

Responds to inquiries about tobacco cessation services available through the AHEC Program and Tobacco Free Florida, including times and locations of scheduled AHEC cessation group meetings to ensure timely assistance

Screens and assesses callers for enrollment in appropriate tobacco cessation services according to established protocols to ensure customer satisfaction

Obtains and inputs all required information to ensure that clients are appropriately registered and prepared to attend scheduled AHEC tobacco cessation classes

Makes follow-up calls to clients who are referred for cessation services to complete registration process

Makes follow-up calls to clients who have participated in cessation classes to assess clients’ satisfaction and ensure that all needs have been met

Adheres to programmatic policies and procedures to ensure compliance with contractual requirements of the funding agency

Implements changes in programmatic requirements and procedures as directed by the funding agency

Attends training programs to optimize client communication skills

Be available to work flexible schedules, including evenings and weekends when needed

Assist Program Manager with: Monitoring of pre-referrals, Review of e-referrals

Manage Tobacco Incentive Gift Card Project, Maintain Gift Card ID and Participant Name Tracking Form Log, Review and verify clients’ eligibility, Document on client’s profile, Prepare FedEx Order

Performs other tasks as needed

Qualification

Customer service experienceTobacco cessation knowledgeBilingual (English/Spanish)Communication skillsProblem-solving skills

Required

High School Diploma or equivalent required

Minimum 3 year of relevant experience

Preferred

Associate's degree and at least 2 years of relevant experience preferred, but not required

High school diploma and at least 4 years of relevant experience is required

Bilingual in English and Spanish preferred due to the fact that a majority of the population we serve is Hispanic, several of them with limited or no English proficiency

Benefits

Medical

Dental

Tuition remission

And more

Company

University of Miami

Glassdoor3.9

At UM you'll join a diverse and energized academic community.

Founded in 1925

Coral Gables, fl, US

5001-10000 employees

http://miami.edu

H1B Sponsorship

University of Miami has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (208)

2024 (151)

2023 (149)

2022 (121)

2021 (95)

2020 (114)