Customer Service Representative - Tennova MultiSpecialty Clinic - Turkey Creek

Community Health Systems Professional Services Corporation•Knoxville, TN

17h

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, empathy, problem-solving skills, and attention to detail to resolve customer concerns promptly and maintain high service standards. The position handles inbound inquiries from internal and external customers, documents interactions, researches complaints and billing or service issues, and works with internal departments to resolve complex matters. The representative also follows up on resolutions, maintains productivity and quality standards, and complies with company policies. The clinic operates Monday through Friday from 8:00 a.m. to 5:00 p.m.; eight-hour shifts are available, with no weekends, holidays, or call duty.

Requirements

1–2 years of experience in customer service, a 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 ability to resolve customer concerns efficiently.
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

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 such as Oracle or similar.

Responsibilities

Respond to customer inquiries by phone, email, live chat, and written correspondence with courteous and professional communication.
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 according to company policies and procedures.
Update and maintain customer records and case notes, documenting issues and resolutions completely.
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 productivity and service-quality standards while handling customer interactions efficiently.
Perform other duties as assigned.
Maintain regular and reliable attendance.
Comply with all policies and standards.