Customer Experience Specialist – Multi-Channel Support

Community Health Systems, Inc.; Powell (TN); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Medical, dental, vision, and life保险

PTO and extended illness benefits

401(k) with company match

Licensure and certification reimburse

Student Loan Support

Job summary

Community Health Systems, Inc. seeks a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions, delivering a positive service experience.

You will document interactions, resolve issues, and collaborate with internal teams to ensure timely resolutions. Ideal candidates have 1–2 years in customer service, an associate degree or coursework in business or communications, and proficiency with Google Suite, CRM systems, and ticketing platforms.

Qualifications

• Associate Degree or coursework in Business, Communications, or related field preferred
• 1-2 years of experience in customer service, call center, or administrative support required

Responsibilities

• Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring a courteous and professional interaction.
• Handles inbound calls from both internal and external customers, creating service cases and documenting all interactions accurately.
• Demonstrates empathy and active listening skills to understand customer concerns and provide appropriate resolutions.
• Researches and resolves customer complaints, billing issues, and service-related concerns in accordance with company policies and procedures.
• Accurately updates and maintains customer records and case notes in the system, ensuring complete documentation of issues and resolutions.
• Works collaboratively with internal departments to escalated and resolve complex issues, ensuring a seamless customer experience.
• Provides appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction.
• Meets and maintains productivity and service quality standards, ensuring efficiency in handling customer interactions.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Skills

Google Suite

ServiceNow

Soft phone software

CRM systems

Microsoft Office

Verbal and written communication

Data entry accuracy

Education

Associate Degree or coursework in Business, Communications, or related field

Tools

Ticketing platform (ServiceNow)

ERP system (Oracle or similar)

CRM software

Job description

Community Health Systems, Inc. seeks a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions, delivering a positive service experience.

You will document interactions, resolve issues, and collaborate with internal teams to ensure timely resolutions. Ideal candidates have 1–2 years in customer service, an associate degree or coursework in business or communications, and proficiency with Google Suite, CRM systems, and ticketing platforms.