Customer Service Representative - Tennova Neurosurgery - Turkey Creek

Tennova Healthcare- Turkey Creek Medical Center; Knoxville (TN); On-site; USD 32,000 - 52,000; Full time

Job summary

Tennova Healthcare- Turkey Creek Medical Center is seeking a Customer Service Representative in Knoxville, TN to handle inquiries across phone, email, chat, and in-person channels. You will resolve issues with professionalism, document interactions, and collaborate with internal teams to ensure timely resolutions.

We value strong communication, empathy, and data accuracy as you manage cases, maintain records, and meet service standards in a fast-paced healthcare setting.

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.
• Proficiency with CRM software and ability to learn enterprise tools.

Responsibilities

• Responds to customer inquiries via phone, email, chat, and in-person interactions.
• Handles calls from internal and external customers, creates service cases, documents interactions.
• Demonstrates empathy, active listening, and timely resolution of issues.
• Resolves billing and service-related concerns per policies and procedures.
• Maintains accurate customer records and notes in the system.
• Collaborates with internal departments to escalate and resolve complex issues.
• Provides solutions within service timeframes and follows up for customer satisfaction.
• Maintains productivity and service quality; adheres to attendance and policies.

Skills

Strong communication

Multi-tasking

Problem solving

Data entry

Verbal and written communication

Teamwork

Education

Associate degree or coursework in Business/Communications

Tools

Google Suite

ServiceNow or similar ticketing system

Soft phone software

ERP systems (Oracle or similar)

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.

Job Description

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.