Customer Service Representative

Company: Community Health System
Location: Knoxville
Posted on: April 4, 2025

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.
* 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.

Licenses and Certifications

* Certified Customer Experience Professional preferred

Keywords: Community Health System, Knoxville , Customer Service Representative, Sales , Knoxville, Tennessee