Multi-Channel Customer Support Specialist

Tennova Healthcare- North Knoxville Medical Center; Knoxville (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Tennova Healthcare- North Knoxville Medical Center in Knoxville, TN is seeking a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions, delivering courteous and professional support with precise documentation.

The role emphasizes problem-solving, attention to detail, and the ability to manage multiple channels while upholding high service standards and timely resolutions.

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

• 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

Verbal and written communication

Problem-solving

Multitasking

Customer service excellence

Attention to detail

Data entry

Teamwork

Education

Associate degree or coursework in business or communications

Tools

Google Suite

ServiceNow

CRM systems

Soft phone software

Microsoft Office

ERP systems (Oracle)

Job description

Tennova Healthcare- North Knoxville Medical Center in Knoxville, TN is seeking a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions, delivering courteous and professional support with precise documentation.

The role emphasizes problem-solving, attention to detail, and the ability to manage multiple channels while upholding high service standards and timely resolutions.