Customer Service Representative - Tennova Heart - Harrogate - PRN

Tennova Medical Group - Greater Knoxville; Knoxville (TN); On-site; USD 36,000 - 48,000; Full time

Job summary

The Customer Service Representative at Tennova Medical Group - Greater Knoxville handles inquiries across phone, email, chat, and in person, delivering a positive service experience. You will resolve issues, document interactions, and ensure timely, accurate updates in the ticketing system while collaborating with internal teams to achieve customer satisfaction.

Ideal candidates have 1–2 years in customer service or related roles, plus an Associate degree or relevant coursework.

Qualifications

• Associate degree or coursework in Business or Communications or related field.
• 1–2 years of customer service, call center, or admin support experience.
• Proficiency with Google Suite, CRM, and ticketing systems.

Responsibilities

• Respond to customer inquiries via phone, email, live chat, and mail, maintaining courtesy and professionalism.
• Handle inbound calls, create service cases, and document interactions accurately.
• Demonstrate empathy and active listening to resolve customer concerns.
• Research and resolve billing and service-related issues per policy.
• Update and maintain customer records and case notes in the system.
• Collaborate with internal departments to escalate and resolve complex issues.
• Provide solutions and follow up to ensure resolution and satisfaction.

Skills

Verbal & Written Comm

Multi-tasking

Problem solving

Attention to detail

Team collaboration

Professionalism

CRM systems

Google Suite

Microsoft Office

Soft phone software

Oracle ERP

Education

Associate Degree or relevant coursework

Tools

Google Suite

ServiceNow

Soft phone software

Oracle ERP

CRM systems

Microsoft Office

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 escal 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.