The Role
Handles customer inquiries and inbound calls across phone, email, chat, and in-person channels. Creates and documents service cases, resolves complaints and billing issues, updates customer records, and collaborates with internal teams on escalations. Provides empathetic, timely solutions while meeting productivity and service-quality standards. Requires strong communication, problem-solving, documentation, multitasking, and de-escalation skills.
Summary Generated by Built In
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
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.
Skills Required
- 1-2 years of experience in customer service, call center, or administrative support
- Associate degree or coursework in Business, Communications, or a related field
Community Health Systems Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Community Health Systems and has not been reviewed or approved by Community Health Systems.
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Healthcare Strength — Stated offerings include medical, dental, vision, and prescription coverage, alongside life and disability insurance. Coverage breadth is presented as a core part of the package across affiliated hospitals.
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Leave & Time Off Breadth — Paid time off for vacation, holidays, and illness is part of the package. Time-away benefits are included as a standard element across roles and facilities, subject to local terms.
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Wellbeing & Lifestyle Benefits — Tuition assistance, student-loan support, and license or certification reimbursement are emphasized, particularly for clinical roles. These programs can reduce education costs and support ongoing professional development.
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The Company
What We Do
Community Health Systems, Inc. is one of the nation’s leading operators of general acute care hospitals. The organization’s affiliates own, operate or lease more than 80 hospitals in 16 states with approximately 15,000 licensed beds. Affiliated hospitals are dedicated to providing quality healthcare for local residents and contribute to the economic development of their communities. Based on the unique needs of each community served, these hospitals offer a wide range of diagnostic, medical and surgical services in inpatient and outpatient settings.
