Customer Service Representative

Abbott; Lake Forest (IL); On-site; USD 28,000 - 56,000; Full time

Benefits offered by this job

HIP PPO medical plan

Retirement savings plan

Tuition reimbursement

FreeU education benefit

Job summary

Abbott in Lake Forest, IL seeks a Customer Service Representative to assist customers across Diagnostics, Point of Care and Diabetes Care. You will respond to inquiries by phone, email, or chat and provide informed solutions, working with a team to improve processes and ensure customer satisfaction.

The role emphasizes high-quality support, strong communication, and the ability to navigate systems while assisting internal and external customers.

Qualifications

• BS/BA degree or equivalent work experience.
• Experience in a call/contact center environment.
• Excellent written and verbal communication skills.

Responsibilities

• Respond to customer inquiries via telephone, email, or chat to resolve issues.
• Maintain knowledge of products and services to ensure customer satisfaction.

Skills

Customer service

Call center experience

Ten-key typing

MS Word

Internet search

Email/phone communication

Problem resolution

Education

BS/BA degree

Tools

SAP/ERP

Cloud-based phone system

Microsoft Office

Job description

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.

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to :

• Career development with an international company where you can grow the career you dream of.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

Our Diagnostics business currently has an opportunity for a Customer Service Representative in our Lake Forest, IL office. This person will be responsible to support customers in our Diagnostics, Point of Care and Diabetes Care businesses. Abbott is looking for a high caliber individual looking to make a difference in the way we do business with our internal and external Customers. In this role, potential candidates will be able to work with highly motivated Staff members to make process improvements, have the ability and flexibility to think on their feet to provide Customers with the best possible solutions for their issues or concerns, all while gaining the knowledge and understanding of how and why the different Divisions of Abbott work together.

What You’ll Work On

• Respond to customer inquiries via telephone, email, or chats to provide problem resolution in accordance with the Organization's service standards. This is a great opportunity to learn the business as well as grow and develop in a very customer focused, dynamic environment.
• Provide and maintain detailed and current knowledge of the company's products and services, to ensure complete Customer satisfaction.

Required Qualifications

• BS/BA degree and a minimum of one (1) year customer service experience in a Call/Contact Center environment OR a minimum of three (3) years customer service experience in a Call/Contact Center environment.
• Ability to demonstrate consistent performance in a high volume/high quality/high accountability contact center will be given favorable consideration.
• Ten-key typing skills or equivalent speed is required.
• Basic level WORD experience required.
• Must be familiar with search engines and be able to search and navigate using the internet.
• Excellent e-mail, telephone, written and verbal communications skills necessary.
• Ability to handle difficult customers and to facilitate service recovery.
• Sitting is required for 90% of the workday.
• Heavy and speedy keyboarding is required.

Preferred Qualifications

• 4-year education BS/BA degree
• Strong analytical, verbal, and written communication skills to analyze customer service needs for communication to Service and Technical departments, while understanding and maintain adherence to the Abbott Quality System policies and procedures.
• Requires ability to navigate a computerized ordering system or other relevant applications.
• Microsoft software suite and keyboarding skills.
• SAP/ERP system software experience is a plus.
• Call Center Phone System – Cloud-based Technology.
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives : www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $20.35 – $40.65 per hour. In specific locations, the pay range may vary from the range posted.