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Job Opening details:-
Company Name :- University of Miami
Position Name :-
Company Location :- Medley, FL
Job Category :- General
Full Job Description :-
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 using the Career worklet, please review this tip sheet .
The University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida.
With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.
The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.
The Department of UHealth Connect has an exciting opportunity for full-time Customer Service Representative Customer Service Representative Canes Centralto work in Medley, Fl. The Contact Center Customer Service Representative (CCCSR) receives, reviews, and addresses a variety of inquiries related to academic student services and initiates triage service and/or provides follow-up with customers via multi-channel technology: telephone, email, and case management software.
Answers and address all issues/concerns/requests in accordance with the Contact Center policies to ensure goal attainment with service levels, answering timeframes and call abandonment goals.
Provides general information about Canes Central and completes initial call resolution or escalates cases as needed to key departments: Billing, Registration, Financial Aid and Cane Card services at University of Miami from the general public, prospective and current students, and their families via the telephone, email and case management software.
Utilizes Canes Central Knowledge database and maintains excellent understanding of service areas listed above.
Reviews new materials and department updates (via email or reference guides) and integrates new knowledge into service delivery.
Communicates in a professional, clear, concise, well-modulated and empathetic manner both verbally and in written form with all customers and stakeholders.
Maintains professionalism during high stress times, high call volume and urgent requests from department or management.
Complies with and maintains a clear understanding of applicable laws, guidelines, policies, and procedures of the enterprise and of the federal government in the protection of PHI and Student Records: FERPA, GDPR and HIPPA.
Conducts follow-up with contacts in a timely manner and advises customers of intended follow-ups. Responds to all requests within timelines specified.
Accepts random quality checks on live calls and utilizes quality management scorecards to maintain expectations of service.
Participates in training, continuing education programs and staff meetings both virtually and in person as requested by leadership.
Adheres to work shift and reports any technical issues with software or connectivity to cloud systems within 5 minutes of occurrence.
Maintains direct communication with manager, supervisor, co-workers, and customers.
Participates in special initiatives and pilots as requested by department or leadership.
Understands and accepts directives from the manager or designee as it relates to and regarding job knowledge, expected performance and changes in job duties.
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.
High School Diploma or equivalent
Minimum 1 year of relevant experience
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.
Proficiency in computer software (i.e. Microsoft Office).
Ability to communicate effectively in written and verbal forms.
Demonstrated ability to communicate effectively with students, families, and stakeholders.
Demonstrated ability to interact and assist students & their families with a passion for providing excellent service and care.
Ability to work under a high level of stress with time constraints while maintaining composure and sensitivity to each customer’s specific needs.
Ability to maintain a high level of diplomacy when dealing with stressful situations.
Any appropriate combination of relevant of 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 been looking for.
Patient safety is a top priority. As a result, during the Influenza (“the flu”) season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.
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 certain categories protected by Federal law. Click here for additional information.
Job Status: Full time
Employee Type: Staff
Pay Grade: c101
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