Customer Service Representative - Primary Care - North Knoxville

North Knoxville Medical Center; Powell (TN); On-site; USD 30,000 - 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

Licensure reimbursement

Job summary

North Knoxville Medical Center in Powell, TN seeks a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions with professionalism and problem-solving. You will document interactions, collaborate with internal departments, maintain accurate records, and meet service quality standards while offering timely resolutions and a positive customer experience.

Qualifications include an associate degree or coursework in business and 1-2 years of customer

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
• Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, and ERP systems such as Oracle

Responsibilities

• Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring 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 to understand customer concerns and provide appropriate resolutions.
• Researches and resolves customer complaints, billing issues, and service-related concerns per policies and procedures.
• Maintains customer records and case notes accurately in the system.

Skills

Google Suite

ServiceNow

Softphone

ERP (Oracle)

CRM systems

Verbal communication

Written communication

Multi-tasking

Microsoft Office

Education

Associate Degree or coursework in Business

Tools

CRM software

Microsoft Office

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 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.