Customer Service Rep -ONSITE

LaFollette Medical Center; Clinton (TN); On-site; USD 21,000 - 26,000; Full time

Job summary

LaFollette Medical Center in Clinton, Tennessee is seeking a Customer Service Representative to handle inquiries across phone, email, live chat, and in-person interactions, delivering a positive service experience. This 100% onsite role emphasizes strong problem-solving, professionalism, attention to detail, and timely resolution of customer concerns while upholding our high service standards.

Responsibilities include documenting interactions, collaborating with internal teams, and maintaining

Qualifications

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

Responsibilities

• Respond to customer inquiries via phone, email, live chat, and written correspondence.
• Create service cases and document all interactions accurately.
• Demonstrate empathy and active listening to understand concerns.
• Resolve billing issues and service-related concerns per policies.
• Maintain customer records and case notes with complete documentation.
• Collaborate with internal departments to resolve complex issues.
• Provide solutions within service timeframes and follow up for satisfaction.
• Meet productivity and service quality standards.
• Maintain regular and reliable attendance.
• Comply with all policies and standards.

Skills

Verbal and written communication

Problem-solving

Attention to detail

Customer service

Multitasking

De-escalation

Education

Associate degree or coursework in Business/Communications

Tools

Google Suite

ServiceNow

Microsoft Office

Job description

Job Summary

The Customer Service Representative is responsible for handling customer inquiries, resolving issues, and providing a positive service experience across multiple communication channels, including phone, email, chat, and in-person interactions. This role requires strong problem-solving skills, professionalism, and attention to detail to ensure timely resolution of customer concerns while maintaining high service standards.

This is not a hybrid or remote work schedule. This position is 100% onsite.

Essential Functions

• 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 elevate 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.

Qualifications

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

Knowledge, Skills and Abilities

• Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, willingness to learn enterprise wide (ERP) such as Oracle or similar.
• Strong verbal and written communication skills, ensuring clear and professional interactions.
• Ability to handle high call volumes and multi-task across different customer service platforms.
• Strong problem-solving skills with the ability to resolve customer concerns efficiently and effectively.
• Proficiency in customer service software, CRM systems, and Microsoft Office applications.
• Ability to remain calm and professional in high-stress situations while de-escalating customer concerns.
• Strong attention to detail in data entry, documentation, and customer interactions.
• Ability to work independently and as part of a collaborative team in a fast-paced environment.