What are the responsibilities and job description for the Customer Svc Rep position at Tennova Medical Group - Greater Knoxville?
Job Summary
The responsibility of the Customer Service Representative is to respond to customer inquiries in a timely manner, resolve issues and complaints over the phone, e-mail or in person and deliver a positive customer experience.
Essential Functions
- Responds to customer inquiries via phone, email, and chat. Handles inbound calls from both external and internal customers, creates service cases, and assists with emails, live chat, written inquiries, and faxes.
- Demonstrates a strong desire and empathy to help resolve problems.
- Ensures all customer information updated in systems. Thoroughly documents discussions including issue and resolution.
- Researches and resolve complaints or issues according to the company policies and procedures in a timely manner.
- Works with internal departments to meet customer needs.
- Handles customer inquiries, provide appropriate solutions and alternatives within the time limits follow up to ensure resolution.
- Achieves specific metrics and standards are used to measure productivity and quality of service.
- Performs other duties as assigned.
- Complies with all policies and standards.
Qualifications
- H.S. Diploma or GED required
- Associate Degree in customer service, business, or a related field preferred
- 1-2 years experience in a customer service or contact center environment required
Knowledge, Skills and Abilities
- Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software similar to Genesys platform, willingness to learn enterprise wide (ERP) such as Oracle or similar.
- Strong customer service orientation.
- Strong problem resolution skills.
- Ability to work in a fast paced environment.
- Ability to read and interpret information.
- Strong communication and interpersonal skills.
- Detail-oriented with an ability to multi-task.
- Ability to stay calm and professional in stressful situations.
- Demonstrated ability to handle difficult conversations in a professional manner.
Licenses and Certifications
- Certified Customer Experience Professional preferred
