Customer Support Specialist III

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Position Overview

This position supports the Abbott Cancer Diagnostics Customer Support teams and internal customers throughout the organization. This position works cross functionally with all teams within the Customer Care Center. This position is also responsible for specialty client servicing and follow-up on new provider orders. The Customer Support Specialist III may be responsible for unique tasks or special initiatives that align with sales strategies.

Shifts Available: will be discussed further during interview process.

• Monday - Friday: 11:00am-7:30pm CT

• Monday - Friday: 10:30am-7:00pm CT

Essential Duties

include but are not limited to the following:

• Answer incoming phone calls from Abbott Cancer Diagnostics Sales team and clients.

• Act as point of contact for specialty clients.

• Follow up on new provider orders and provide support as needed.

• Onboarding support, as needed.

• Investigate and resolve issues or problems for the sales field, providers, or other internal customers.

• Manage and resolve customer complaints; identify and escalate high priority issues to management.

• Work as a team to identify process improvements and document new procedures for growth.

• Provide support to National Accounts.

• Place outbound calls, as necessary.

• Respond to voicemail and email inquiries.

• Maintain current knowledge of changes to sales policies, organizational structure, and territory assignments, as well as communications on sales strategy and initiatives.

• Report to work on time and follow attendance guidelines and schedule adherence practices.

• Work cross-functionally to triage issues for appropriate resolution.

• Support the Clinical Study team for order entry, issue resolution, and process improvement.

• Support provider issues.

• Ability to accurately follow written and verbal instructions.

• Excellent problem-solving abilities. 

• Excellent verbal and written English communication skills.

• Strong organizational skills.

• Ability to communicate effectively and professionally with all levels of staff through both verbal and written communications with attention to grammar and spelling.

• Possess a positive attitude with excellent interpersonal skills; ability to interact and build strong working relationships with peers at all levels of the organization.

• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.

• Disciplined, self-motivated, and reliable; ability to stay focused on a task and work independently.

• Motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely and productive manner.

• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.

• Support and comply with the company’s Quality Management System policies and procedures.

• Regular and reliable attendance.

• Ability to work on a computer and phone simultaneously.

• Ability to use a telephone through a headset.

• You will be required to successfully complete an assessment showing understanding of Abbott Cancer Diagnostics Epic processes necessary to the job functions with a score of 80% or higher.  Abbott Cancer Diagnostics will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.

Minimum Qualifications

• High School Diploma or General Education Degree (GED).

• 4+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry.

• 4+ years of experience working in a sales or customer service environment specialized in providing an exceptional customer experience.

• Must be 18 years of age or older.

• Authorization to work in the United States without sponsorship.

• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

• Associates degree in business administration or related field.

• Knowledge of contact center technology.

• Demonstrated strong attention to detail and focus on quality output.

• Demonstrated knowledge of customer service principles and practices.

     

The base pay for this position is

$20.50 – $41.00/hour

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

ONCO Cancer Diagnostics

        

LOCATION:

United States of America : Remote

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

     

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf