Customer Svc Rep

Tennova Healthcare- LaFollette Medical Center; Clinton (TN); On-site; USD 38,000 - 46,000; Full time

Job summary

Tennova Healthcare- LaFollette Medical Center in Clinton, TN is seeking a Customer Service Representative to handle inquiries across phone, email, chat and in-person interactions. You will document all interactions, escalate when needed, and strive to provide a courteous, solution-focused service experience.

The role requires strong communication, problem-solving, and the ability to manage multiple channels while maintaining high service standards.

Qualifications

• Requires strong verbal and written communication skills.
• Experience handling multiple customer service platforms or channels preferred.
• Associate degree or coursework in Business/Communications preferred; 1–2 years in customer service desired.

Responsibilities

• Responds to customer inquiries via phone, email, live chat, and written correspondence, ensuring courteous and professional interaction.
• Handles inbound calls from internal and external customers, creates service cases and documents all interactions.
• Researches and resolves customer complaints and billing issues per company policies; updates customer records accurately.

Skills

Verbal and written communication

Multi-tasking

High call volumes

Education

Associate Degree or coursework in Business or Communications

Tools

Google Suite

ServiceNow

Soft phone software

ERP (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 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.