Customer Service Representative

Customer Service Representative 3 – Family Medicine & Community Health

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Receives, reviews, and addresses a variety of inquiries, including complaints, requests for information and/or service. Handles more complex or unusual problems and guides lower-level customer service staff.

• Receive, address, and respond to general inquiries, requests for service/support, and/or complaints.
• Research inquiries to address any issues or concerns.
• Refer concerns to other service areas/departments for follow-up, as needed.
• Resolve routine and basic problems and communicate solutions to the customer.
• Verify that appropriate changes/resolutions have been finalized.
• Keep a record of customer interactions, recording details of inquiries, complaints, comments, and final resolution in applicable database.
• Escalate unresolved customer grievances to department leadership for further review.
• Review and process confidential information with discretion.
• Adhere to University and unit-level policies and procedures and safeguard University assets.

The Division of Community Health manages a major Tobacco Cessation program in Miami‑Dade County. The senior Customer Service Representative will be responsible for reaching out to individuals, assessing readiness, enrolling them into the program, and following up during and after participation.

• Respond to inquiries about tobacco cessation services, including times and locations of scheduled cessation group meetings.
• Screens and assesses callers for enrollment in appropriate services according to established protocols.
• Obtain and input all required information to register clients for scheduled classes.
• Make follow‑up calls to clients referred for cessation services to complete the registration process.
• Make follow‑up calls to clients who have participated to assess satisfaction and ensure all needs are met.
• Adhere to programmatic policies and procedures to ensure compliance with contractual requirements of the funding agency.
• Implement changes in programmatic requirements and procedures as directed by the funding agency.
• Attend training programs to optimize client communication skills.
• Be available to work flexible schedules, including evenings and weekends, when needed.
• Assist Program Manager with monitoring pre‑referrals, reviewing e‑referrals, and logistics coordination (including tobacco incentive gift card project).

• High School Diploma or equivalent required.
• Minimum 3 years of relevant experience.

Associate’s degree and at least 2 years of relevant experience preferred. Bilingual in English and Spanish preferred due to the majority of the population served being Hispanic. High school diploma and at least 4 years of relevant experience also acceptable.

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

Job Status: Full time
Employee Type: Staff
Pay Grade: H4

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 categories protected by Federal law.