Multi-Channel Support Specialist

Tennova Medical Group - Greater Knoxville; Knoxville (TN); On-site; USD 34,000 - 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, ensuring professional service and timely resolutions.

The role requires strong problem-solving, attention to detail, and the ability to document cases accurately while maintaining high service standards in a fast-paced environment.

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

Responsibilities

• Handle inquiries via phone, email, live chat, and written correspondence in a courteous, professional manner
• Create service cases and document interactions accurately
• Demonstrate empathy and active listening to resolve concerns
• Research and resolve billing issues and service-related concerns per policies
• Maintain accurate customer records and case notes in the system
• Escalate complex issues to internal departments to ensure seamless experiences
• Provide solutions within service timeframes and follow up on resolutions
• Maintain productivity and service quality standards
• Comply with company policies and standards

Skills

Customer service

Communication

Multitasking

Data entry

CRM systems

Education

Associate degree or coursework in Business/Communications

Tools

Google Suite

ServiceNow/Ticketing Platform

Soft phone software

ERP systems (Oracle)

Job description

Tennova Medical Group - Greater Knoxville is seeking a Customer Service Representative to handle inquiries across phone, email, chat, and in-person interactions, ensuring professional service and timely resolutions.

The role requires strong problem-solving, attention to detail, and the ability to document cases accurately while maintaining high service standards in a fast-paced environment.