Customer Service Representative - Tennova Primary Care - Alcoa
On-siteKnoxville, Tennessee, United States
Job Summary
Respond to customer inquiries via phone, email, live chat, and written correspondence by demonstrating empathy and active listening to understand concerns. Handle inbound calls from internal and external customers, creating service cases and documenting interactions accurately while researching and resolving complaints, billing issues, and service-related concerns. Accurately update and maintain customer records and case notes in the system, working collaboratively with internal departments to escalate and resolve complex issues. Provide appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction. Maintain regular attendance and comply with all policies and standards.
Required Qualifications
- 1-2 years of experience in customer service, call center, or administrative support
- 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
- Ability to handle high call volumes and multi-task across different customer service platforms
- Strong problem-solving skills
- Proficiency in customer service software, CRM systems, and Microsoft Office applications
- Ability to remain calm and professional in high-stress situations
- Strong attention to detail
- Ability to work independently and as part of a collaborative team in a fast-paced environment
- 8 Hour Shifts Available, No weekends, No holidays, No Call
- Hours of Operation: Monday, Tuesday, Thursday, Friday 8:00am - 4:30pm, Wednesday's 8:00am - 12:00pm
Desired Qualifications
- Associate Degree or coursework in Business, Communications, or a related field
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