What are the responsibilities and job description for the Customer Svc Rep position at Tennova Medical Group - Greater Knoxville?
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
- H.S. Diploma or GED required
- 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
