Sr. Customer Service Representative; Parking & Transportation

Position: Sr. Customer Service Representative (Parking & Transportation)
Current Employees:

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The Sr. 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. This position also provides guidance to front line customer service staff and handles the more complex or unusual problems.

CORE JOB FUNCTIONS

* Assists front line customer service staff with day-to-day request.

* Receives, addresses and responds to general inquiries, request for service/support and/or complaints.

* Researches all inquiries in order to address any issues or concerns. Refer concerns to other service areas/departments for follow up, as needed.

* Resolves complex and unusual problems and communicates solution or requested information to the customer. Verifies that appropriate changes/resolutions have been finalized.

* Keeps record of customer interactions, recording details of inquiries, complaints, comments, and final resolution in 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 2 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

* Ability to lead, motivate, develop and train others.

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

Department Specific Functions (specific to Parking & Transportation dept at the Coral Gables campus)

The Senior Customer Service Representative (CSR) serves as a primary point of contact and front desk lead for the University of Miami Office of Parking & Transportation. This role provides advanced customer service support related to parking permits, citations, Cane Cards, and transportation services while ensuring daily front desk operations run efficiently and in compliance with University and departmental policies. The Senior CSR acts as an escalation point for complex customer issues, provides guidance and training to front line staff and student employees, and represents the University in a professional and customer focused manner at all times.

Essential Functions:

Customer Experience & Department Representation

* Serve as a primary source of information for parking and transportation services to students, student family members, faculty, staff, vendors, contractors, and visitors.

* Assist customers through multiple channels including in person, telephone, email, fax, and mail.

* Ensure all customers are greeted promptly, professionally, and courteously, prioritizing customer interactions over administrative tasks.

* Represent the University of Miami in a professional, respectful, and service oriented manner always.

* Supports all daily operational tasks are completed accurately and in a timely manner.

* Collaborate daily responsibilities with team members and student employees.

* Provide guidance, training, and ongoing support to front line CSRs on parking systems, policies, and customer service expectations.

* Serve as the initial point of escalation for customer concerns, ensuring each issue receives a thorough review and appropriate resolution or referral.

* Ensure all credit card transactions are processed in compliance with PCI regulations and University policies.

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