Customer Service Representative

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

Job summary

Abbott Diagnostics in Lake Forest, IL is seeking a Customer Service Representative to support customers across Diagnostics, Point of Care, and Diabetes Care. This onsite role focuses on timely inquiries resolution and accurate case handling, delivering a positive customer experience.

You will collaborate with technical support and service teams, document interactions, and manage order-related requests with high accuracy to ensure customer satisfaction.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• Experience in customer service within a high-volume environment.
• Ability to navigate multiple systems to access information quickly.

Responsibilities

• Respond to customer inquiries by phone, email, and chat with service standards.
• Provide product and service information and help customers navigate Abbott offerings.
• Research requests and coordinate follow-up actions to resolve issues.
• Document interactions accurately in customer service systems.
• Collaborate with technical support and service teams on escalations.
• Handle order-related inquiries and account requests with accuracy.

Skills

Customer service

Call center experience

Clear communicator

Data entry / ten-key

Microsoft Word

Internet research tools

Order management systems

Cloud-based contact center

Education

Bachelor’s degree

Tools

SAP

ERP platforms

Microsoft Office

CRM systems

Cloud-based CC systems

Job description

Working at Abbott

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 122,000 colleagues serve people in more than 160 countries.

Career Development

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

Opportunity

We have an opportunity for the role of Customer Service Representative within our Diagnostics division based out of Lake Forest, IL and this is an onsite role. Abbott Diagnostics is a global leader in in vitro diagnostics, offering a broad range of innovative instrument systems and tests used by hospitals, laboratories, blood banks, physicians' offices, and consumers around the world to help improve patient care and support healthier lives.

As the Customer Service Representative, you’ll have the chance to support customers across Diagnostics, Point of Care, and Diabetes Care businesses while delivering timely solutions to inquiries and service needs. You’ll help create a positive customer experience through accurate case handling and cross-functional collaboration.

What You’ll Work On

• Respond to customer inquiries through phone, email, and chat channels, resolving issues in alignment with established service standards.
• Provide product and service support that helps customers navigate Abbott offerings and processes successfully.
• Research customer requests, identify appropriate solutions, and coordinate follow-up actions to resolve issues.
• Accurately document customer interactions and maintain records within customer service systems.
• Partner with internal teams, including technical support and service organizations, to address escalated customer concerns.
• Support order‑related inquiries, exceptions, and account requests while maintaining a high level of accuracy and customer satisfaction.

Required Qualifications

• Bachelor’s degree and at least 1 year of customer service experience in a call center or contact center environment, OR at least 3 years of customer service experience in a call center or contact center environment.
• Experience working in a high‑volume customer service environment with a focus on quality and accountability.
• Proficiency with keyboarding/data entry and ten‑key functions.
• Working knowledge of Microsoft Word and internet‑based research and navigation tools.
• Experience handling customer concerns and resolving service‑related issues.
• Ability to communicate clearly through phone, email, and written correspondence.

Preferred Qualifications

• Bachelor’s degree in a related field.
• Experience supporting customers in healthcare, diagnostics, medical device, or related regulated industries.
• Experience using computerized order management, customer service, or case management systems.
• Working knowledge of Microsoft Office applications.
• Experience with SAP, ERP platforms, or similar business systems.
• Experience working with cloud‑based contact center phone systems.
• Ability to analyze customer needs and coordinate solutions with service and technical support teams.

Base Pay

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

Details

• Job Title: Customer Service
• Division: CRLB Core Lab
• Location: United States > Lake Forest : CP01
• Additional Locations: None listed
• Work Schedule: Standard
• Travel: No
• Medical Surveillance: No
• 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)

Equal Opportunity

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

About Abbott

A Abbott significa o poder da saúde. Por mais de 125 anos, a Abbott tem ajudado as pessoas a alcançar seu potencial - porque uma saúde melhor permite que indivíduos e comunidades vivam melhor. Com uma rede global e diversificada, que serve clientes em mais de 160 países, criamos novas soluções - em todo o espectro da saúde, em todo o mundo, para todas as fases da vida. Seja através da próxima geração de equipamentos de diagnóstico, dispositivos médicos para estilos de vida em transformação, nutrição baseada em ciência, ou novas reformulações, estamos desenvolvendo tecnologias mais inovadoras e revolucionárias na área da saúde para que indivíduos vivam melhor e com mais saúde. Os colaboradores da Abbott vêm trabalhar todos os dias com energia, entusiasmo e comprometimento com o intuito de promover a saúde e o bem‑estar de milhões de pessoas. Eles superam os limites para ajudar a gerenciar e tratar alguns dos maiores desafios de saúde da vida. Convidamos você a explorar as oportunidades na Abbott, a ver se seus talentos e aspirações de carreira podem se encaixar com as nossas vagas. A Abbott é uma empresa que oferece oportunidades iguais e acolhe e incentiva a diversidade em nossa força de trabalho.

Connect

Connect with us at abbott.com, on LinkedIn at https://www.linkedin.com/company/abbott-/, and on Facebook at https://www.facebook.com/AbbottCareers.

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