Community Health Systems

Operates acute care hospitals nationwide

Customer Service Representative

Customer SupportConfirmed live in the last 24 hours

Full-timeKnoxville, TN, USANo salary listedIn-person

About the Job

Requirements

An Associate Degree or coursework in Business, Communications, or a related field is preferred.
One to two years of experience in customer service, a call center, or administrative support is required.
Working knowledge of Google Suite, ServiceNow or a similar ticketing platform, and soft phone software; willingness to learn an enterprise-wide ERP such as Oracle or similar.
Strong verbal and written communication skills for clear and professional interactions.
Ability to handle high call volumes and multitask across different customer service platforms.
Strong problem-solving skills to resolve customer concerns efficiently and effectively.
Proficiency in customer service software, customer relationship management 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 collaboratively in a fast-paced environment.

Responsibilities

Respond to customer inquiries by phone, email, live chat, and written correspondence, maintaining courteous and professional interactions.
Handle inbound calls from internal and external customers, create service cases, and accurately document interactions.
Use empathy and active listening to understand customer concerns and provide appropriate resolutions.
Research and resolve customer complaints, billing issues, and service-related concerns according to company policies and procedures.
Update and maintain customer records and case notes, ensuring complete documentation of issues and resolutions.
Collaborate with internal departments to escalate and resolve complex issues and provide a seamless customer experience.
Provide appropriate solutions and alternatives within service timeframes, and follow up to confirm issue resolution and customer satisfaction.
Meet and maintain productivity and service quality standards while handling customer interactions efficiently.
Maintain regular and reliable attendance and comply with all policies and standards.
Perform other duties as assigned.

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.
Maintains regular and reliable attendance.
Complies 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

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.

About the Company

Community Health Systems

Operates acute care hospitals nationwide

Community Health Systems operates general acute care hospitals across 14 states, owning or leasing 71 facilities to deliver healthcare outside urban centers. Its main business is running hospital networks and providing medical and surgical services to patients, funded by payments from patients, insurers, and government programs like Medicare and Medicaid. The company also offers management services to its affiliates through a professional services corporation. Its workflow centers on developing and operating healthcare delivery systems, supporting a wide range of needs from emergency care to specialized treatments. The goal is to help people get well and live healthier by providing accessible non-urban and suburban hospital-based care while navigating a regulated, competitive US healthcare market.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Franklin, TN
Founded: 1985

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