Customer Service Representative (Temporary)

Current Employees:

If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet.

CORE JOB SUMMARY
The Customer Service Representative 1 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.

CORE JOB FUNCTIONS
1. Receives, addresses, and responds to general inquiries, requests for service/support and/or complaints.
2. Researches all inquiries to address any issues or concerns. Refers concerns to other service areas/departments for follow-up, as needed.
3. Resolves routine and basic problems and communicates solutions or requested information to the customer. Verifies that appropriate changes/resolutions have been finalized.
4. Keeps records of customer interactions, recording details of inquiries, complaints, comments, and final resolution in the applicable database.
5. Escalates and refers unresolved customer grievances to department leadership for further review, as necessary.
6. Reviews and processes confidential information with discretion.
7. 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/relevant experience, certification or license

Experience:
Minimum 1 year of relevant experience required

Certification and Licensing:
Refer to department description for applicable certification requirements

Knowledge, Skills and Abilities:

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

This is a core job profile description and is not reflective of all duties that may be assigned to a specific position in each individual department. The above statements are intended to describe the general nature and primary responsibilities of this core job profile. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job.

Department Specific Functions (specific to Parking & Transportation Department)

Summary:

Assist customers of the Parking & Transportation department with all interactions involving Cane Cards, Parking Permits and Citations. Acts as a primary source of information for parking and transportation to students, student family members, faculty, staff, vendors, contractors, and other visitors to the university. Is able to interact with customers face-to-face, by telephone, email, fax or mail. Conducts a variety of transactions relating to the parking and transportation operation. Represents the University of Miami in a professional manner at all times.

Specific Functions:

Parking Permits / Citations:

• Through the use of the T2 Flex software, manage the accounts of faculty, staff, students, contractors and visitors to the university. Have the ability to accurately review accounts and provide information and guidance to all customers. Must be knowledgeable on all parking and transportation policies, including seasonal changes so that timely and accurate information is relayed to customers.
• By use of the ‘Pay-by-Phone’ portal, manage the issuing of short term parking to customers following the department’s audit controls to ensure accountability for parking revenue.
• Exercise fair and equitable judgement when dealing with customer inquiries regarding citations. Must ensure that general situations follow the established departmental protocol to ensure consistency between all CSRs. Any extraordinary situation should be supported with documentation to provide justification in case of future review.
• Must maintain a current worki