Customer Service Representative - Primary Care - Lafollette

Tennova Healthcare LaFollette Medical Center; La Follette (TN); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive pay

Medical, dental, vision, and life ins.

401(k) with company match

PTO and extended illness benefits

Career development opportunities

Licensure and certification support

Student loan assistance

Rewards and recognition programs

Collaborative culture

Job summary

Tennova Healthcare LaFollette Medical Center is seeking a Customer Service Representative to handle inquiries across phone, email, chat and in-person interactions. The role requires empathy, active listening, and accurate documentation to deliver a high-quality service experience.

The position emphasizes problem-solving, attention to detail, and the ability to navigate billing issues and service concerns. A supportive, collaborative team environment and opportunities for professional growth are

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 courteous and professional interaction.
• Handles inbound calls from internal and external customers, creates service cases and documents interactions.
• Demonstrates empathy and active listening to understand concerns and provide resolutions.
• Resolves billing issues and service-related concerns per company policies.
• Updates and maintains customer records and case notes accurately.
• Collaborates with internal departments to resolve complex issues and ensure seamless experience.
• Provides solutions within service timeframes and follows up for satisfaction.
• Maintains productivity and service quality; meets standards and deadlines.
• Performs other duties as assigned; maintains regular attendance; adheres to policies.

Skills

Verbal and written communication

Customer service

Multi-tasking

Problem solving

Attention to detail

Teamwork

Calm under pressure

Education

Associate degree or coursework in Business/Communications

Tools

Google Suite

ServiceNow (ticketing)

CRM systems

MS Office

Softphone software

ERP (Oracle)

Job description

Customer Service Representative - Primary Care - Lafollette

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!

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 escape 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.

Job Info

• Job Identification 165437
• Job Category Administrative Support
• Posting Date 09/23/2026, 12:00 AM
• Job Schedule Full time
• Job Shift Day