Customer Support Specialist II

🔥 0 minutes ago

🌵 Arizona, California, +1 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote 🧀 Wisconsin – Remote

💵 $20 - $41 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

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Abbott

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1888

🏥 Healthcare

⚕️ Healthcare Insurance

🧬 Biotechnology

Healthcare • Healthcare Insurance • Biotechnology

Abbott is a global healthcare company committed to advancing medical technologies and improving lives around the world. It offers a broad range of leading products in diagnostics, medical devices, nutrition, and branded generic medicines. Abbott's innovations such as the FreeStyle Libre glucose monitoring systems and BinaxNOW rapid antigen tests are transforming diabetes management and COVID-19 response. Through its partnerships and initiatives, Abbott aims to foster health equity, improve access to healthcare, and address critical health challenges like malnutrition and infectious diseases. Abbott is also dedicated to sustainability and social responsibility, striving to make life-changing technologies accessible and affordable.

📋 Description

• Provide customer service to providers working with Abbott Cancer Diagnostics and to the inside sales team • Work cross-functionally with teams within the Customer Care Center • Perform other duties and projects as needed, including unique tasks or special initiatives aligned with sales strategies • Answer incoming phone calls and place outbound calls as necessary • Respond to voicemail and email inquiries • Investigate and resolve issues for the sales field, providers, and other internal customers • Manage and resolve customer complaints and escalate high-priority issues to management • Identify process improvements and document new procedures • Provide external support to Alternate Channels of the business • Maintain current knowledge of sales policies, organizational structure, territory assignments, sales strategy, and initiatives • Report to work on time and follow attendance guidelines and schedule adherence practices • Triage issues cross-functionally for appropriate resolution • Support the Clinical Study team with order entry, issue resolution, and process improvement • Participate in workflow practice, role play activities, asynchronous learning modules, and assessments during training • Uphold Abbott’s mission and values and comply with the company’s Quality Management System policies and procedures

🎯 Requirements

• High School Diploma or General Education Degree (GED) • 3+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry • 3+ 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 • Excellent verbal and written English communication skills • Ability to accurately follow written and verbal instructions • Excellent problem-solving abilities • 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 • Ability to work in a team environment and adapt to changing workload and circumstances effectively • Disciplined, self-motivated, and reliable; ability to stay focused on a task and work independently • Regular and reliable attendance • Ability to work on a computer and phone simultaneously • Ability to use a telephone through a headset • Ability to consistently demonstrate an understanding of key concepts and technical skills necessary to perform the role • Preferred: Associates degree in business administration or related field • Preferred: Knowledge of contact center technology • Preferred: Demonstrated strong attention to detail and focus on quality output • Preferred: Demonstrated knowledge of customer service principles and practices