Senior Customer Service Representative – Parking & Transportation

About the role

The University of Miami is seeking a Senior Customer Service Representative to lead the front‑desk of the Office of Parking & Transportation. You will be the primary point of contact for students, staff, and visitors, handling inquiries, complaints, and service requests related to parking permits, citations, Cane Cards, and transportation services.

Key responsibilities

• Assist front‑line customer service staff with daily requests and complex issues.
• Receive, research, and respond to inquiries via face‑to‑face, email, phone, fax, or mail.
• Resolve unusual or escalated problems and ensure resolutions are documented.
• Maintain accurate records of interactions in the department database.
• Escalate unresolved grievances to department leadership as needed.
• Handle confidential information with discretion and adhere to university policies.

Required profile

• High school diploma or equivalent.
• Minimum two years of relevant customer service experience.
• Ability to work evenings, nights, and weekends when required.
• Strong oral and written communication skills.
• Leadership ability to motivate, develop, and train staff.

Required skills

• Proficiency with Microsoft Office applications.