Supervisor, Customer Service (H)

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The department of Facilities has an exciting opportunity for a Full Time Supervisor, Customer to work at UHealth. The Supervisor, Customer Service supervises the delivery of customer service and ensures that customers are retained, satisfied, and that their needs are fulfilled. Key responsibilities of this role include implementation of improved operational processes or policies, and customer service metrics.

• Reviews records of customer interactions, details of inquiries, issues, or comments, as well as actions taken, to ensure there are no errors and information is complete.

• Handles escalated customer grievances for further investigation as appropriate.

• Partners with Customer Service Manager to develop and achieve clearly defined, realistic productivity goals.

• Administers policies and procedures to ensure consistency.

• Creates staff schedules to ensure adequate coverage.

• Partners with the Customer Service Manager to provide coaching and feedback on employee performance that insures consistency and a high level of customer service.

• Assists Customer Service Manager with hiring and firing of employees.

• Responsible for onboarding and training of new employees.

• Attend the FBOC Command Center huddle for ongoing or upcoming projects and/or emergencies.

• Partner with Customer Service Manager to oversee the Weekly Facilities & Operations weekend report review and distribution.

• Prepares and distributes Facilities Work Control Notifications as requested by leadership such as generator test notifications, fire pumps, sprinkler impairment, annual and quarterly re-certification test for fire sprinkler and fire alarms.

• Prepare new employee handbook and extensive training for new hires.

• Update list of buildings, including building Manager/Supervisors to ensure accurate and up-to-date information.

• Serves as back up to the Manager of Customer Service.

• Position designated as a Tier One Essential Personnel- assigned to Alpha / or Bravo Teams.

• The position is hybrid and flexible schedule.

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.

Minimum Qualifications

• High School graduate and minimum of 3 years’ experience in Customer Service

• Minimum 3 years of relevant experience

Knowledge, Skills and Attitudes:

• Knowledge of all principles and processes for providing customer services, assessment, quality standards for services, and evaluation of customer satisfaction.

• Strong interpersonal, communication and listening skills.

• Proactive in being service-oriented.

• Knowledge of office processes, procedures, and technology, Windows Operating System, or equivalent at a Call Center and/or Help Desk.

• Ability to manage and coordinate the activities of other employees and ensure a high level of performance

• Strong organizational skills, follow-through and demonstrated ability to multi-task and meet deadlines, time management.

• Ability to handle high stress environments.

Any relevant education, certifications and/or work experience may be considered.                                         

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The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teac