Multichannel Customer Care 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, delivering courteous, professional service and timely issue resolution.

You will document interactions in the ticketing system, collaborate with internal teams to resolve complex problems, and maintain accurate records while meeting productivity and quality standards.

Qualifications

• Associate degree or coursework preferred.
• 1-2 years of customer service, call center, or administrative support experience required.

Responsibilities

• Responds to customer inquiries via phone, email, live chat, and written correspondence.
• Handles inbound calls from internal and external customers, creating service cases and documenting interactions.
• Demonstrates empathy and active listening to understand concerns and provide resolutions.
• Resolves billing and service-related concerns per company policies.
• Updates customer records and maintains case notes in the system.
• Escalates to internal departments to resolve complex issues.
• Provides solutions within service timeframes and follows up to ensure satisfaction.
• Maintains productivity and service quality standards.

Skills

Customer service

Communication

Multi-tasking

Problem-solving

Data entry

Education

Associate degree or coursework in Business/Communications

Tools

Google Suite

ServiceNow

CRM software

Microsoft 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, delivering courteous, professional service and timely issue resolution.

You will document interactions in the ticketing system, collaborate with internal teams to resolve complex problems, and maintain accurate records while meeting productivity and quality standards.