Housing Customer Service Representative

Current Employees:

If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet .

The 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.

CORE JOB FUNCTIONS                                                                                           

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 routine and basic problems and communicates solutions or requested information to the customer. Verifies that appropriate changes/resolutions have been finalized Keeps a record of customer interactions, recording details of inquiries, complaints, comments, and final resolution in the 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.

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                                                                                        

Education:

High School Diploma or equivalent

Certification and Licensing:

N/A

Experience:

Minimum 1 year 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

• Ability to work evening, nights, and weekends as necessary

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

Department Specific Functions

• Customer Service:

Greets public and provides housing and resource information to new and continuing students, parents, etc. Answers phones and provides a customer service oriented approach at all times Frequently directs students, parents, and guests to other offices on campus, thereby requiring knowledge about many campus departments Triage problems and refers students to the appropriate administrative staff. Requires understanding and complete knowledge of housing and residential life policies and procedures, especially as it relates to assignment information Responds promptly to customer inquiries via phone and email Uses the Salesforce Case Management platform to record all student and parent interactions, comments and complaints.  Will escalate urgent cases and requests to the assignment coordinators Uses FAQs to better assist student’s and parents during the housing application and room selection process

• Administrative:

Serves as a receptionist for an office of twenty professional staff and five administrative support staff Participates in the training of central office student assistants and provides support by handling difficult escalated calls when needed Mantains the Salesforce call log spreadsheet and ensures all relevant calls are entered Communicate and coordinate with office staff to ensure proper phone and front desk coverage, particularly during peak times

PHYSICAL REQUIREMENTS/ WORKING ENVIRONMENT                                                                                                                                                                                                                                          

The following sections capture the physical demands and working environment that are required for this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

Job Status:

Full time

Employee Type:

Temporary

Pay Grade:

A2