Customer Support Specialist II

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $17 - $34 / 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 the inside sales team • Work cross-functionally with teams within the Customer Care Center • 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 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 • Maintain current knowledge of sales policies, organizational structure, territory assignments, sales strategy, and initiatives • Triage issues cross-functionally for appropriate resolution • Support the Clinical Study team with order entry, issue resolution, and process improvement • Complete training activities, workflow practice, role plays, asynchronous learning modules, and assessments

🎯 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 in a sales or customer service environment focused on exceptional customer experience • Must be 18 years of age or older • Authorization to work in the United States without sponsorship • Ability to perform the essential duties 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 • Professional verbal and written communication skills with attention to grammar and spelling • Ability to build strong working relationships at all organizational levels • Ability to work in a team environment and adapt to changing workloads and circumstances • Disciplined, self-motivated, and reliable • Ability to work independently and complete assigned tasks productively • Regular and reliable attendance • Ability to work on a computer and phone simultaneously • Ability to use a telephone through a headset • Ability to demonstrate the technical skills and key concepts necessary for the role • Preferred: Associate degree in business administration or related field • Preferred: Knowledge of contact center technology • Preferred: Strong attention to detail and focus on quality output • Preferred: Knowledge of customer service principles and practices

🏖️ Benefits

• Career development with an international company • Excellent retirement savings plan with a high employer contribution • Recognized as a great place to work in dozens of countries worldwide • Recognized as one of the most admired companies in the world by Fortune • Recognized as one of the best big companies to work for • Recognized as a best place to work for diversity, working mothers, female executives, and scientists