Customer Service Representative - Tennova Primary Care - Alcoa

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

PTO

401(k) match

Career development

Licensure reimbursement

Student loan support

Rewards programs

Job summary

Community Health Systems is seeking a Customer Service Representative for Tennova Primary Care in Alcoa, near Knoxville. You will handle inquiries via phone, email, chat, and in person, ensuring excellent service and accurate data handling.

The role requires an Associate degree or related coursework and 1–2 years in customer service or admin support. Day shifts with a focus on patient-facing service and collaborative teamwork are offered.

Qualifications

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

Responsibilities

• 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 elevate 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.

Skills

Google Suite

ServiceNow

soft phone

ERP systems (Oracle)

Verbal communication

Written communication

Multitasking

CRM systems

Microsoft Office

Data entry

Attention to detail

Team collaboration

Education

Associate degree or coursework in business/communications

Tools

ServiceNow

CRM systems

Microsoft Office

Job description

Customer Service Representative - Tennova Primary Care - Alcoa

Knoxville, TN, United States

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.

Hours of Operation: Monday, Tuesday, Thursday, Friday 8:00am - 4:30pm, Wednesday's 8:00am - 12:00pm

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 elevate 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.

Job Info

• Job Identification 156185
• Job Category Administrative Support
• Posting Date 08/14/2026, 01:30 PM
• Job Schedule Full time
• Job Shift Day
• Locations 7323 Chapman Hwy, Knoxville, TN, 37920, US