Multi-Channel Customer Experience Specialist

Tennova Medical Group - Greater Knoxville; Knoxville (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Tennova Medical Group - Greater Knoxville is seeking a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions. The role emphasizes empathy, problem solving, data accuracy, and timely resolutions while maintaining high service standards.

The position involves documenting interactions, handling escalations with internal teams, and adhering to policies to ensure a seamless patient experience in a fast-paced environment.

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.

Responsibilities

• Respond to customer inquiries via phone, email, live chat, and written correspondence with courteous, professional interactions.
• Create service cases and document all interactions accurately.
• Investigate and resolve customer concerns and billing issues according to policy.
• Update and maintain customer records and notes in the system.
• Collaborate with internal departments to resolve complex issues and ensure a positive experience.

Skills

Communication

Problem-solving

Multi-tasking

Data entry

Professionalism

Education

Associate degree or related coursework

Tools

Google Suite

ServiceNow or ticketing system

ERP systems (e.g., Oracle)

MS Office

Job description

Tennova Medical Group - Greater Knoxville is seeking a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions. The role emphasizes empathy, problem solving, data accuracy, and timely resolutions while maintaining high service standards.

The position involves documenting interactions, handling escalations with internal teams, and adhering to policies to ensure a seamless patient experience in a fast-paced environment.