**Job Summary** The responsibility of the Customer Service Representative is to respond to customer inquiries in a timely manner, resolve issues and complaints over the phone, e-mail or in person and deliver a positive customer experience. **Essential Functions** + Responds to customer inquiries via phone, email, and chat. Handles inbound calls from both external and internal customers, creates service cases, and assists with emails, live chat, written inquiries, and faxes. + Demonstrates a strong desire and empathy to help resolve problems. + Ensures all customer information updated in systems. Thoroughly documents discussions including issue and resolution. + Researches and resolve complaints or issues according to the company policies and procedures in a timely manner. + Works with internal departments to meet customer needs. + Handles customer inquiries, provide appropriate solutions and alternatives within the time limits follow up to ensure resolution. + Achieves specific metrics and standards are used to measure productivity and quality of service. + Performs other duties as assigned. + Complies with all policies and standards. **Qualifications** + H.S. Diploma or GED required + Associate Degree in customer service, business, or a related field preferred + 1-2 years experience in a customer service or contact center environment required **Knowledge, Skills and Abilities** + Working knowledge of Google Suite, ServiceNow or similar ticketing platform, soft phone software similar to Genesys platform, willingness to learn enterprise wide (ERP) such as Oracle or similar. + Strong customer service orientation. + Strong problem resolution skills. + Ability to work in a fast paced environment. + Ability to read and interpret information. + Strong communication and interpersonal skills. + Detail-oriented with an ability to multi-task. + Ability to stay calm and professional in stressful situations. + Demonstrated ability to handle difficult conversations in a professional manner. **Licenses and Certifications** + Certified Customer Experience Professional preferred Equal Employment Opportunity This organization does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, the facility complies with all applicable federal, state and local laws governing nondiscrimination in employment. This applies to all terms and conditions of employment including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an applicant with a mental or physical disability who needs a reasonable accommodation for any part of the application or hiring process, contact the director of Human Resources at the facility to which you are seeking employment; Simply go to http://www.chs.net/serving-communities/locations/ to obtain the main telephone number of the facility and ask for Human Resources.