Customer Service Representative - Tennova Heart - Turkey Creek

Community Health Systems; Knoxville (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Community Health Systems is seeking a Customer Service Representative to handle inquiries across phone, email, live chat, and in-person interactions. The role requires strong problem-solving, professionalism, and detailed record-keeping to ensure timely resolutions and high service standards.

Responsibilities include documenting cases, collaborating with internal teams, and maintaining accurate records while meeting productivity targets in a fast-paced environment.

Qualifications

• Associate degree or coursework in Business, Communications, or related field preferred.
• 1-2 years of customer service, call center, or administrative support experience required.

Responsibilities

• Respond to customer inquiries via phone, email, live chat, and written correspondence.
• Handle inbound calls and document interactions as service cases.
• Demonstrate empathy and active listening to understand concerns and provide resolutions.
• Research and resolve complaints, billing issues, and service-related concerns per policy.
• Update and maintain customer records and notes accurately in the system.
• Collaborate with internal departments to escalate and resolve complex issues.
• Provide solutions within service timeframes and follow up on resolutions.
• Meet productivity and service quality standards; maintain reliability.
• Perform other duties as assigned and maintain good attendance.
• Comply with all policies and standards.

Skills

Empathy & active listening

Problem-solving

Verbal & written communication

Multi-tasking

Attention to detail

Professionalism

Education

Associate degree or coursework in Business/Communications

Tools

Google Suite

ServiceNow

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 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.

INDCLINIC

To Apply, please email [e-mail]

Equal Employment Opportunity

This organization does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, the facility complies with all applicable federal, state and local laws governing nondiscrimination in employment. This applies to all terms and conditions of employment including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an applicant with a mental or physical disability who needs a reasonable accommodation for any part of the application or hiring process, contact the director of Human Resources at the facility to which you are seeking employment; Simply go to http://www.chs.net/serving-communities/locations/ to obtain the main telephone number of the facility and ask for Human Resources.