Customer Service Representative – Level 3

About the role

The Customer Service Representative 3 provides front‑line support to students, faculty, staff and external customers. The role handles inquiries, complaints and service requests through multiple channels and guides lower‑level staff on complex issues.

Key responsibilities

• Receive, address and respond to general inquiries, service requests and complaints via face‑to‑face, email, fax, telephone or regular mail.
• Research each inquiry to resolve issues or forward concerns to the appropriate department.
• Resolve routine problems, communicate solutions and verify that changes are finalized.
• Document all customer interactions, including details of inquiries, complaints and resolutions, in the designated database.
• Escalate unresolved grievances to department leadership for further review.
• Handle confidential information with discretion and adhere to university policies.

Required profile

• High School Diploma or equivalent.
• Minimum three years of relevant customer service experience.
• Strong oral and written communication skills.
• Ability to analyze and solve a variety of problems.
• Capability to process confidential information discreetly.
• Willingness to work evenings, nights and weekends as needed.

Required skills

• Proficiency in Microsoft Office.

What we offer

• Competitive salary.
• Comprehensive benefits package including medical, dental, and tuition remission.
• Opportunity to work within a leading university‑based health system.