Customer Svc Rep

Community Health Systems Professional Services Corporation•La Follette, TN

About The Position

The Customer Service Representative handles customer inquiries, resolves issues, and provides a positive service experience across phone, email, chat, and in-person interactions. The role requires problem-solving, professionalism, and attention to detail to resolve concerns promptly while maintaining high service standards. The representative responds to customers, documents and updates service cases and customer records, researches complaints and billing or service issues, and provides solutions in accordance with company policies and procedures. The role also collaborates with internal departments to escalate complex concerns, follows up on resolutions, meets productivity and service quality standards, maintains reliable attendance, and complies with company policies and standards.

Requirements

1–2 years of experience in customer service, a 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 the 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.

Nice To Haves

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

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, ensuring issues and resolutions are fully documented.
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.
Perform other duties as assigned.
Maintain regular and reliable attendance.
Comply with all policies and standards.