Customer Service Representative - Primary Care - Caryville

LaFollette Medical Center; La Follette (TN); On-site; USD 33,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company match

Paid time off

Extended illness benefits

Student loan support

Licensure reimbursement

Career development opportunities

Job summary

LaFollette Medical Center is seeking a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions. You will resolve issues, document cases, and maintain high service quality with strong problem-solving skills.

A supportive team and growth opportunities are provided. The role emphasizes empathy, attention to detail, and the ability to work across departments to ensure a positive patient and caller experience.

Qualifications

• 1-2 years of customer service, call center, or administrative support experience required
• Associate degree or related coursework preferred

Responsibilities

• Responds to customer inquiries via phone, email, live chat, and in-person interactions.
• Creates service cases and documents interactions.
• Demonstrates empathy and active listening to resolve concerns.
• Resolves billing and service-related issues per policy.
• Maintains accurate customer records and notes in the system.
• Collaborates with internal teams to solve complex issues.
• Provides timely solutions and follows up on resolutions.
• Maintains productivity and service quality standards.
• Performs other duties as assigned.

Skills

Customer service

Communication

Data entry

CRM systems

Microsoft Office

Google Suite

Education

Associate degree or coursework in Business/Communications

Tools

ServiceNow

Ticketing systems

Job description

Why Join Us?

• Be Valued for What You Bring to the Team – Competitive pay that rewards your hard work
• Benefits You Can Count On – Medical, dental, vision, and life insurance coverage
• Work Hard. Recharge Often. – Generous PTO and extended illness benefits
• Invest in Your Future – 401(k) with company match
• Grow With Us – Career development, learning opportunities, and advancement pathways
• We Invest in Your Success – Licensure and certification reimbursement
• Student Loan Support – Assistance available for eligible roles
• Your Wins Deserve Recognition – Employee rewards and recognition programs
• A Team You'll Love Working With – A collaborative, purpose-driven culture making a difference every day
• Additional Voluntary Benefits – Choose from options such as pet insurance, identity protection, and legal insurance.

Great people. Great benefits. Meaningful work. Join us and make an impact!

No weekends, No holidays, No Call

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.

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 solve 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.