Customer Service Representative - Urology - Greater Knoxville
Community Health Systems
Customer Service Representative - Urology - Greater Knoxville
Community Health Systems
Posted about 2 months ago
Full Time
Powell, Tennessee
In Person
Smart Summary
Responsibilities
The Customer Service Representative handles inbound inquiries via phone, email, and chat to resolve customer issues and document interactions. They collaborate with internal departments to ensure timely resolution of complaints while maintaining high service standards.
Qualifications
You have 1-2 years of customer service experience and possess strong problem-solving and communication skills. You are proficient with customer service software and CRM systems, and able to manage high call volumes effectively.
Must Have Skills for ATS
Google Suite
ServiceNow
soft phone software
Oracle
CRM systems
Microsoft Office applications
Job Description
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.
- 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
- 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.
Community Health Systems
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