Customer Service Representative - Tennova Heart - Turkey Creek

Community Health Systems•Knoxville, TN

About The Position

The Customer Service Representative handles customer inquiries, resolves issues, and provides a positive service experience through phone, email, chat, written correspondence, and in-person interactions. The role requires professionalism, strong problem-solving skills, and attention to detail to resolve customer concerns promptly and maintain high service standards. The representative documents customer interactions and case notes, researches complaints and billing or service issues, and collaborates with internal departments to escalate and resolve complex matters. They provide solutions within service timeframes, follow up to confirm resolution and customer satisfaction, and meet productivity and service quality standards. The position also requires regular and reliable attendance and compliance with company policies and standards.

Requirements

1–2 years of experience in customer service, call center, or administrative support is required.
Strong verbal and written communication skills.
Ability to handle high call volumes and multitask across customer service platforms.
Strong problem-solving skills and the ability to resolve customer concerns efficiently and effectively.
Proficiency with customer service software, CRM systems, and Microsoft Office applications.
Ability to remain calm and professional in high-stress situations and de-escalate customer concerns.
Strong attention to detail in data entry, documentation, and customer interactions.
Ability to work independently and collaboratively in a fast-paced environment.

Nice To Haves

An associate degree or coursework in Business, Communications, or a related field is preferred.
Working knowledge of Google Suite, ServiceNow or a similar ticketing platform, and soft phone software.
Willingness to learn an enterprise-wide ERP system such as Oracle or a similar platform.

Responsibilities

Respond to customer inquiries through phone, email, live chat, written correspondence, and in-person interactions.
Handle inbound calls from internal and external customers, create service cases, and document interactions accurately.
Use empathy and active listening to understand customer concerns and provide appropriate resolutions.
Research and resolve customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures.
Update and maintain customer records and case notes, ensuring complete documentation of issues and resolutions.
Collaborate with internal departments to escalate and resolve complex issues.
Provide appropriate solutions and alternatives within service timeframes, and follow up to confirm resolution and customer satisfaction.
Meet and maintain productivity and service quality standards.
Maintain regular and reliable attendance.
Comply with all policies and standards.
Perform other duties as assigned.