Customer Service Representative - PRN - Float Pool

Santa Rosa Medical Group; Milton (FL); On-site; USD 21,000 - 28,000; Full time

Job summary

Santa Rosa Medical Group is hiring a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions. You will document cases, resolve issues, and escalate where needed, contributing to a positive service experience.

The role requires 1–2 years in customer service, strong communication, and the ability to multitask across channels. We offer benefits including medical, dental, vision, life insurance, and a focus on professional growth.

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 in a courteous, professional manner.
• 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.
• Researches and resolves billing issues and service-related concerns per policies.
• Updates and maintains customer records and case notes with complete documentation.
• Works with internal teams to escalate and resolve complex issues for a seamless experience.
• Provides solutions within service timeframes and follows up to ensure satisfaction.
• Maintains productivity and service quality standards in all interactions.
• Performs other duties and maintains regular attendance.
• Adheres to all company policies and standards.

Skills

Google Suite

ServiceNow / ticketing

Soft phone software

ERP systems (Oracle)

Verbal & written communication

Customer service software

CRM systems

MS Office

Data entry accuracy

Education

Associate Degree or coursework in Business/Communications

Tools

ServiceNow

Oracle ERP familiarity

CRM tools

Google Workspace

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 for eligible roles
• 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 escalation 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.