Job Description
Sr. Customer Service Representative (remote)
Medley, FL
Full time
R100069591
Current Employees:
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The Department of UHealth Connect has an exciting opportunity for a full-time Sr. Customer Service Representative. The incumbent serves as team lead and/or subject matter expert in support of the Manager and Supervisor. Acts as the first point of escalation process for agents as well as customers; handling complaints, questions, and queries as necessary. Ensures that team members follow their schedules properly as designed. Assists team supervisor with the direction of daily duties and communication so that calls are answered in a timely, efficient, and knowledgeable manner. Supports their team by serving as subject matter expert in support of their peers. Trains new agents in scheduling and registration requirements specific to their specialties. Ensures a safe and harmonious working environment for all other team members and delegate duties to all team members as needed. Contributes to special or ongoing projects and assignments that are important to area/process improvement. 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 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 inquiries to accurate department for further review, as necessary. Reviews and processes confidential information with discretion. Adheres to all University and unit-level policies and procedures and safeguards University assets.
Department Specific Functions
- Answers and address all issues/concerns/requests in accordance with the Contact Center policies to ensure goal attainment with service levels, answering timeframes and call abandonment goals.
- Provides general information about Canes Central and completes initial call resolution or escalates cases as needed to key departments: Billing, Registration, Financial Aid and Cane Card services at University of Miami from the general public, prospective and current students, and their families via the telephone, email and case management software.
- Utilizes Canes Central Knowledge database and maintains excellent understanding of service areas listed above.
- Reviews new materials and department updates (via email or reference guides) and integrates new knowledge into service delivery.
- Communicates in a professional, clear, concise, well-modulated and empathetic manner both verbally and in written form with all customers and stakeholders.
- Maintains professionalism during high stress times, high call volume and urgent requests from department or management.
- Complies with and maintains a clear understanding of applicable laws, guidelines, policies, and procedures of the enterprise and of the federal government in the protection of PHI and Student Records: FERPA, GDPR and HIPPA.
- Conducts follow-up with contacts in a timely manner and advises customers of intended follow-ups. Responds to all requests within timelines specified.
- Accepts random quality checks on live calls and utilizes quality management scorecards to maintain expectations of service.
- Participates in training, continuing education programs and staff meetings both virtually and in person as requested by leadership.
- Adheres to work shift and reports any technical issues with software or connectivity to cloud systems within 5 minutes of occurrence.
- Maintains direct communication with manager, supervisor, co-workers, and customers.
- Participates in special initiatives and pilots as requested by department or leadership.
- Understands and accepts directives from the manager or designee as it relates to and regarding job knowledge, expected performance and changes in job duties.
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.
Special Demand:
- Ability to communicate effectively in written and verbal forms.
- Demonstrated ability to communicate effectively with students, families, and stakeholders.
- Demonstrated ability to interact and assist students & their families with a passion for providing excellent service and care.
- Ability to work under a high level of stress with time constraints while maintaining composure and sensitivity to each customer’s specific needs.
- Ability to maintain a high level of diplomacy when dealing with stressful situations.
Minimum Requirements:
High School Diploma or equivalent
Minimum 2 years of relevant experience
Knowledge, Skills and Attitudes:
- 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.
- Proficiency in computer software (i.e. Microsoft Office).