Multichannel Customer Service Specialist

Community Health Systems, Inc.; Knoxville (TN); On-site; USD 21,000 - 30,000; Full time

Job summary

Community Health Systems is seeking a Customer Service Representative for Tennova Neurosurgery in Knoxville. You will handle inquiries across phone, email, chat, and in-person interactions, ensuring courteous service and accurate case documentation.

The role emphasizes problem solving, empathy, and adherence to service standards. The position requires 1-2 years in customer service and an Associate degree or related coursework.

Qualifications

• Associate degree or coursework in business/communications preferred.
• 1-2 years of customer service, call center, or administrative support required.
• Experience with multi-channel support and CRM software is a plus.

Responsibilities

• Responds to customer inquiries via phone, email, live chat, and written correspondence.
• Creates service cases and documents all interactions accurately.
• Demonstrates empathy and active listening to resolve concerns.
• Resolves billing and service-related issues per company policies.
• Updates and maintains customer records and case notes in the system.
• Collaborates with internal departments to provide timely solutions.
• Maintains productivity and service quality standards in a fast-paced environment.
• Performs other duties as assigned and maintains reliable attendance.

Skills

Verbal communication

Written communication

Multi-channel support

CRM systems

Data entry

Education

Associate Degree or coursework in Business/Communications

Tools

Google Suite

ServiceNow

Soft phone software

ERP (Oracle or similar)

Job description

Customer Service Representative - Tennova Neurosurgery - Turkey Creek

Knoxville, TN, United States

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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.

Job Info

• Job Identification 164091
• Job Category Administrative Support
• Posting Date 09/11/2026, 03:06 PM
• Job Schedule Full time
• Job Shift Day
• Locations 10810 Parkside Dr, Knoxville, TN, 37934, US