Senior Customer Service Representative

About the role

The University of Miami is seeking a Senior Customer Service Representative to handle a wide range of inquiries, complaints, and service requests. This role involves direct interaction with customers through multiple channels and provides guidance to junior staff.

Key responsibilities

• Receive, address, and respond to general inquiries, service requests, and complaints via face‑to‑face, email, fax, telephone, or mail.
• Research issues, refer concerns to appropriate departments, and ensure resolutions are documented.
• Resolve routine problems, verify that changes are finalized, and maintain accurate records in the database.
• Escalate unresolved grievances to department leadership and handle confidential information with discretion.
• Adhere to university policies and safeguard institutional assets.

Required profile

• High School Diploma or equivalent (or relevant experience, certification, or license).
• Minimum of 3 years of relevant customer service experience.
• Demonstrated learning agility, teamwork, and strong written and verbal communication skills.

Required skills

• Proficiency with office software and relevant computer applications.

What we offer

• Competitive salary and comprehensive benefits including medical, dental, and tuition remission.