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Tennova Healthcare- LaFollette Medical Center · 3 weeks ago

Customer Service Representative - Tennova Primary Care Clinton

La Follette, TN

Full-time

Onsite

Entry Level

1+ years exp

Tennova Healthcare is a healthcare provider seeking a Customer Service Representative to handle customer inquiries and resolve issues. The role involves providing a positive service experience across various communication channels while maintaining high service standards.

Emergency MedicineHealth CareHealth DiagnosticsOncologyRehabilitation

Responsibilities

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

Qualification

Customer service experienceProblem-solving skillsCommunication skillsGoogle SuiteCRM systemsServiceNowMulti-taskingAttention to detailTeam collaboration

Required

1-2 years of experience in customer service, call center, or administrative support required

Strong problem-solving skills with the ability to resolve customer concerns efficiently and effectively

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

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

Maintains regular and reliable attendance

Complies with all policies and standards

Preferred

Associate Degree or coursework in Business, Communications, or a related field preferred

Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software, willingness to learn enterprise wide (ERP) such as Oracle or similar