Customer Svc Rep

Tennova Healthcare LaFollette Medical Center; Clinton (TN); On-site; USD 21,000 - 30,000; Full time

Job summary

Tennova Healthcare LaFollette Medical Center is seeking a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions, delivering courteous, professional, and accurate service while resolving issues promptly.

You will document interactions, support billing questions, collaborate with departments to escalate complex cases, and maintain up-to-date records, aiming for high customer satisfaction and adherence to service standards in a fast-paced

Qualifications

• Associate degree or related coursework preferred.
• 2–3 years of customer service or call center experience may be required.
• Proficient with Google Suite, ticketing platforms, and MS Office.

Responsibilities

• Respond to inquiries via phone, email, live chat, and written correspondence.

Skills

Google Suite

ServiceNow

Ticketing software

Soft phone

ERP systems

Verbal communication

Written communication

Multi-tasking

CRM systems

MS Office

Education

Associate degree

Related coursework

Tools

ServiceNow

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.