Customer Service Representative Tennova Heart SouthTellico Village

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.

Required Experience:

Unclear Seniority