Community Health Systems · 1 day ago

Customer Service Rep, AP - Remote

Franklin, TN

Full-time

Remote

Entry Level

1+ years exp

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Responsibilities

Contact Center Reps I handle customer interactions through multiple communication channels.

Troubleshoot different browser based access issues, confirming URL, clearing cache and access issues using a smartphone.

Contact center reps provide first level support across 6 web based and/or app based software applications.

Provide support for Kronos access, password resets and provide support for SSO utilization.

In addition, reps support ALC access issues, recruiting and onboarding issues through EDD/Ultipro recruiting and onboarding product a separate application and access from EDD, and access issues for the EDD/Ultipro post employment site.

Provide triage support services to perform first resolution on common issues related to Oracle platform during launches and post launch responding to inbound callers.

Adhere to quality measures and standards captured through quality monitoring and evaluations.

Demonstrates a strong desire and empathy to help resolve problems.

While striving to project a positive experience for each caller.

Thoroughly documents discussions including issue and resolution.

Contact Center Reps I typically work in a performance-driven environment, where specific metrics and standards are used to measure productivity and quality of service.

These metrics may include average handling time, customer satisfaction scores, first-call resolution, or adherence to scripts or guidelines.

Qualification

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Google SuiteOracleServiceNowZendeskJiraActive DirectoryKronosSix Sigma

Required

Education: High School Diploma

Experience: One (1) or more years in Contact Center Operations or a customer service and support role

Computer Skills: Google Suite preferred; willingness to learn Oracle and leverage the training, reporting, and process components to excel at role. Knowledge of ticketing systems, like ServiceNow, Zendesk, Jira or similar.

Preferred

Education: Associate’s Degree

Experience: Two (2) or more years Familiarity with help desk support techniques troubleshooting some technical and non-technical related support issues.

License/Registration/Certification: Six Sigma

Preferred Location: Central or Mountain Time Zones