Customer Service Representative - Tennova Heart - Turkey Creek

Benefits

• Competitive pay that rewards your hard work
• Medical, dental, vision, and life insurance coverage
• Generous PTO and extended illness benefits
• 401(k) with company match
• Career development, learning opportunities, and advancement pathways
• Licensure and certification reimbursement for eligible roles
• Student loan support – assistance available for eligible roles
• Employee rewards and recognition programs
• A collaborative, purpose‑driven culture making a difference every day
• Additional voluntary benefits such as pet insurance, identity protection, and legal insurance

Schedule

• 8‑hour shifts
• No weekends, no holidays, no call
• Hours of operation: Monday – Friday, 8:00 am – 5:00 pm

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.

Responsibilities

• Respond to customer inquiries via phone, email, live chat, and written correspondence, ensuring courteous and professional interaction.
• Handle inbound calls from internal and external customers, create service cases, and document all interactions accurately.
• Demonstrate empathy and active listening to understand customer concerns and provide appropriate resolutions.
• Research and resolve customer complaints, billing issues, and service‑related concerns in accordance with company policies and procedures.
• Accurately update and maintain customer records and case notes in the system, ensuring complete documentation of issues and resolutions.
• Collaborate with internal departments to escalate and resolve complex issues, ensuring a seamless customer experience.
• Provide appropriate solutions and alternatives within service timeframes, following up to ensure issue resolution and customer satisfaction.
• Meet and maintain productivity and service quality standards, ensuring efficiency in handling customer interactions.
• Perform other duties as assigned, maintain regular and reliable attendance, and comply with all policies and standards.

Qualifications

• 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.

Skills

• Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft‑phone software; willingness to learn enterprise‑wide ERP systems such as Oracle.
• Strong verbal and written communication skills.
• Ability to handle high call volumes and multitask 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.