Manager, Customer Service (H)

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The department of Facilities has an exciting opportunity for a full-time Manager, Customer Service to work onsite The Manager, Customer Service manages the delivery of customer service and ensures that customers are retained, satisfied, and that their needs are fulfilled. Key responsibilities of this role include development and implementation of improved operational processes or policies, and customer service metrics.

CORE FUNCTIONS

• Manages a team of customer service staff and ensures service levels are met or exceeded. 
• Ensures all staff are trained to deliver exceptional customer service and have the information needed to appropriately analyze and address customer concerns/inquiries.
• Prepares performance evaluations and goal-setting sessions for all employees.
• Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. 
• Develops processes and tools to monitor staff performance and use performance metrics to evaluate operations, identify trends, determine areas of opportunity and provide meaningful feedback to staff. 
• Ensures quality measures are communicated to staff and measured consistently.
• Reviews and responds to escalated issues that may affect the service level, efficiency, and productivity of the customer service function.
• Ensures departmental goals are aligned with organization objectives, achieved or exceeded and adhere to approved budget.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures. 
• Ensures employees are trained on controls within the function and on University policy and procedures.

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

• Bachelor’s degree in relevant field preferred minimum five (5) years experiences in lieu of degree will be accepted.
• Five years relevant work experience.
• Knowledgeable in TMA and Medimizer software.
• Proficient in MS office and call center equipment.

Knowledge, Skills and Attitudes:

• Knowledge of all principles and processes for providing customer services, assessment, quality standards for services.
• Knowledge of performance evaluation and customer service metrics
• 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.
• Ability to recognize, analyze, and solve a variety of problems.
• Ability to maintain effective interpersonal relationships.
• Ability to communicate effectively in both oral and written form.
• Ability to establish department goals and objectives that support the strategic plan.
• Ability to effectively plan, delegate and/or supervise the work of others.
• Commitment to the University’s core values.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

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 teaching, research and patient care. We're the challenge you've be