Customer Service Representative - Tennova Foot & Ankle - Alcoa

Tennova Medical Group - Greater Knoxville; Knoxville (TN); On-site; USD 34,000 - 42,000; Full time

Job summary

Tennova Medical Group - Greater Knoxville is seeking a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions, ensuring professional service and timely resolutions.

The role requires strong problem-solving, attention to detail, and the ability to document cases accurately while maintaining high service standards in a fast-paced environment.

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

• Handle inquiries via phone, email, live chat, and written correspondence in a courteous, professional manner
• Create service cases and document interactions accurately
• Demonstrate empathy and active listening to resolve concerns
• Research and resolve billing issues and service-related concerns per policies
• Maintain accurate customer records and case notes in the system
• Escalate complex issues to internal departments to ensure seamless experiences
• Provide solutions within service timeframes and follow up on resolutions
• Maintain productivity and service quality standards
• Comply with company policies and standards

Skills

Customer service

Communication

Multitasking

Data entry

CRM systems

Education

Associate degree or coursework in Business/Communications

Tools

Google Suite

ServiceNow/Ticketing Platform

Soft phone software

ERP systems (Oracle)

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.

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 **escalate** 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.