Customer Service Representative - Primary Care

Community Health Systems Professional Services Corporation • Valparaiso, IN

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About The Position

The Customer Service Representative handles customer inquiries, resolves issues, and provides a positive service experience across phone, email, chat, written correspondence, and in-person interactions. The role requires professionalism, strong problem-solving skills, and attention to detail to resolve concerns promptly while maintaining high service standards.

The representative creates service cases, documents customer interactions, researches complaints and billing or service issues, and maintains accurate customer records and case notes. They work with internal departments to escalate and resolve complex issues, provide appropriate solutions within service timeframes, and follow up to ensure resolution and customer satisfaction. The role also includes meeting productivity and quality standards, maintaining regular and reliable attendance, complying with company policies and standards, and performing other duties as assigned.

Typical hours of operation are Monday through Friday, 8:00 a.m. to 5:00 p.m. There are no weekends, holidays, or on-call duties. The position is not eligible for immigration sponsorship; applicants must be authorized to work in the U.S. for an employer.

Requirements

• 1–2 years of experience in customer service, call center, or administrative support.
• Strong verbal and written communication skills.
• Ability to handle high call volumes and multitask across customer service platforms.
• Strong problem-solving skills and ability to resolve customer concerns efficiently.
• Proficiency in 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.
• Working knowledge of Google Suite, ServiceNow or a similar ticketing platform, and soft phone software; willingness to learn an enterprise-wide ERP such as Oracle or similar.
• Authorization to work in the U.S. for an employer; immigration sponsorship is not available now or in the future.

Nice To Haves

• Associate degree or coursework in Business, Communications, or a related field.

Responsibilities

• Respond to customer inquiries through phone, email, live chat, and written correspondence in a courteous and professional manner.
• Handle inbound calls from internal and external customers, create service cases, and accurately document interactions.
• 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 in the system, 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 ensure resolution and customer satisfaction.
• Meet and maintain productivity and service quality standards.
• Maintain regular and reliable attendance and comply with all policies and standards.
• Perform other duties as assigned.

Benefits

• Medical, dental, vision, and life insurance coverage.
• Generous paid time off and extended illness benefits.
• 401(k) with company match.
• Career development, learning opportunities, and advancement pathways.
• Licensure and certification reimbursement for eligible roles.
• Student loan assistance for eligible roles.
• Employee rewards and recognition programs.
• Optional benefits such as pet insurance, identity protection, and legal insurance.
• Competitive pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed