Job Information
University of Miami Manager, Customer Service (H) in Miami, Florida
Current Employees:
If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here (https://www.myworkday.com/umiami/d/task/1422$7248.htmld) 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 (https://my.it.miami.edu/wda/erpsec/tipsheets/ER_eRecruiting_ApplyforaJob.pdf) .
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 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 (https://www.hr.miami.edu/careers/eo-ada/index.html) for additional information.
Job Status:
Full time
Employee Type:
Staff
Pay Grade:
H9
The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation.
The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride.
The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings.
Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019.
The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022.
Transforming lives
With more than 17,000 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.