Housing Customer Service Representative at University of Miami in Coral Gables, Florida

Job Description:

Current Employees:

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The 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.

CORE JOB FUNCTIONS

Customer Service

-Assist with training and shadowing new front desk student staff in preparation for the application and room selection process (5 students)

-Provide support to new student staff during the application, room selection, and waitlist process. This position will be the first point of contact for situations that need escalation

-Review the housing website for recommendations on outdated information or value-added items that can help with commonly asked questions from customers

-Provide additional questions and answers for the content in the FAQs for desk staff to have

-Serve as a backup in the event that coverage is needed on the 4505 call center extension and for walk-in traffic.

-Update the training manual for the central office staff

Case Management

- Review and respond to inquiries sent via Salesforce customer management software by accepting and working cases in Salesforce from start to finish

-Make referrals to cases internally and externally to other campus partners when relevant

-Handle walk-in traffic that doesn't require high-level escalation

-Help curate FAQs for canned responses

Records Management

-Add content into OnBase for digital file-keeping

-Assist with shredding and purging old data

Assignments

-Make follow-up phone calls to those students at risk of not attending or returning to UM

-Reach out to and follow up with phone calls to students with prior approved ESAs to remind them of the need to submit updated vaccination paperwork before they return to campus and where appropriate to get roommate consent

-Help with follow-up New Fall 24 Admitted Students who have not completed housing application or been approved for Exemption

-Help manage the waitlist of applicants wanting room changes

-Outreach to students placed at the Thesis hotel to initiate the move-over process. Provide instructions on what steps to take and serve as a resource for any questions or issues. We expect to have a minimum of 100 beds at the Thesis Hotel for the start of the spring semester

Other

-Provide suggestions for student staff development opportunities on supplemental training for Academic Year

-Assist with the development of student assessment questions on the student experience as it relates to Assignment and Customer Care Engagement

-Propose a student engagement model for Social Media interfaces about Housing Assignment processes/deadlines/must-know

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 1 year of relevant experience

Knowledge, Skills and Attitudes:

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  Ability to communicate effectively in both oral and written form

  
  


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  Ability to recognize, analyze, and solve a variety of problems

  
  


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  Ability to process and handle confidential information with discretion

  
  


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  Ability to work evening, nights, and weekends as necessary

  
  


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

  
  

PHYSICAL REQUIREMENTS/ WORKING ENVIRONMENT

The following sections capture the physical demands and working environment that are required for this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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:Temporary
Pay Grade:A2 Apply Now