Sr. Customer Service Representative… at University of… · Coral…

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The Sr. 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. This position also provides guidance to front line customer service staff and handles the more complex or unusual problems.

CORE JOB FUNCTIONS                                                                                           

• Assists front line customer service staff with day-to-day request.
• Receives, addresses and responds to general inquiries, request for service/support and/or complaints.
• Researches all inquiries in order to address any issues or concerns. Refer concerns to other service areas/departments for follow up, as needed.
• Resolves complex and unusual problems and communicates solution or requested information to the customer. Verifies that appropriate changes/resolutions have been finalized.
• Keeps record of customer interactions, recording details of inquiries, complaints, comments, and final resolution in applicable database.
• Escalates and refers unresolved customer grievances to department leadership for further review, as necessary.
• Reviews and processes confidential information with discretion. 
• 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

Certification and Licensing:

N/A

Experience:

Minimum 2 year of relevant experience

Knowledge, Skills and Attitudes:

• 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
• Ability to work evening, nights, and weekends as necessary
• Ability to lead, motivate, develop and train others.
• Proficiency in computer software (i.e. Microsoft Office)

Department Specific Functions (specific to Parking & Transportation dept at the Coral Gables campus)

The Senior Customer Service Representative (CSR) serves as a primary point of contact and front desk lead for the University of Miami Office of Parking & Transportation. This role provides advanced customer service support related to parking permits, citations, Cane Cards, and transportation services while ensuring daily front desk operations run efficiently and in compliance with University and departmental policies. The Senior CSR acts as an escalation point for complex customer issues, provides guidance and training to front line staff and student employees, and represents the University in a professional and customer focused manner at all times.

Essential Functions:

Customer Experience & Department Representation

• Serve as a primary source of information for parking and transportation services to students, student family members, faculty, staff, vendors, contractors, and visitors.
• Assist customers through multiple channels including in person, telephone, email, fax, and mail.
• Ensure all customers are greeted promptly, professionally, and courteously, prioritizing customer interactions over administrative tasks.
• Represent the University of Miami in a professional, respectful, and service oriented manner always.
• Supports all daily operational tasks are completed accurately and in a timely manner.
• Collaborate daily responsibilities with team members and student employees.
• Provide guidance, training, and ongoing support to front line CSRs on parking systems, policies, and customer service expectations.
• Serve as the initial point of escalation for customer concerns, ensuring each issue receives a thorough review and appropriate resolution or referral.
• Ensure all credit card transactions are processed in compliance with PCI regulations and University policies.
• Maintain secure handling of all credit card receipts until transferred for daily reconciliation.
• Perform daily reconciliation duties accurately when assigned.
• Process checks deposits and ensure payments are properly credited to customer accounts in accordance with University procedures.
• Monitor departmental and individual email accounts and respond to all customer inquiries within 24 business hours, ensuring emails from the main parking account include the CSR’s name in the signature.
• Ensure workstation phones are logged in and marked “ready” while working, and “not ready” when away from the desk, maintaining less than 20% total “not ready” time during clocked hours.
• Maintain a clean, organized, and professional front desk environment always; ensure name tags are clearly displayed while on duty.
• Demonstrate autonomy, sound judgment, and creative problem solving when addressing customer needs and operational challenges.
• Maintain knowledge of interdepartmental processes, including student account input documents, Facilities work orders, and IT service requests.
• Build and sustain effective working relationships with representatives from other University departments to support efficient transaction processing.
• Actively support colleagues and departmental goals, demonstrating flexibility and a willingness to go above and beyond minimum requirements.
• Keep Parking & Transportation leadership informed of recurring issues, trends, or customer concerns requiring escalation.

Parking Permits/Citations

• Manage parking accounts for faculty, staff, students, contractors, and visitors using T2 Flex software.
• Accurately review accounts and provide clear guidance in accordance with all Parking & Transportation policies, including seasonal or operational changes.
• Issue and manage short term parking through digital parking systems (i.g. Pay by Phone), following established audit controls to ensure accountability of parking revenue.
• Exercise fair, consistent, and equitable judgment when responding to citation inquiries, ensuring alignment with departmental protocols.
• Identify extraordinary circumstances requiring exceptions and ensure appropriate documentation is collected and retained for audit or future review.
• Maintain a working knowledge of departmental initiatives across Operations, Event Services, and Mobility, ensuring customer interactions support all functional areas.
• Step in to assist front line staff during difficult or escalated customer interactions, de escalating situations and facilitating resolution.

Preferred Knowledge, Skills & Abilities

• Strong working knowledge of parking and transportation operations, policies, and customer service best practices.
• Experience with parking management systems (e.g., T2 Flex) and electronic payment platforms.
• Proven ability to supervise, train, and support staff in a fast paced, customer facing environment.
• Excellent interpersonal, communication, and conflict resolution skills.
• High attention to detail, accountability, and compliance with financial and data security standards.

The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida.

With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally.

We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.

The University of Miami is an Equal Opportunity Employer. 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