Customer Support Specialist II | Tues-Sat 6AM - 2:30PM

Abbott Laboratories; Illinois; On-site; USD 23,000 - 47,000; Full time

Job summary

Abbott Laboratories is seeking a Customer Support Specialist II to support healthcare providers and patients within the Customer Care Center. You will respond across phone, voicemail and email, resolving provider and sales-related questions while helping improve processes to strengthen the customer experience and sales strategies.

The role requires 3+ years in customer service, strong communication and the ability to work with teams across the organization.

Qualifications

• High School Diploma or GED required.
• 3+ years of customer service experience.
• 3+ years in a sales or customer service environment.
• Strong verbal and written communication, problem-solving, organizational and interpersonal skills.

Responsibilities

• Handle inbound/outbound customer contacts via phone, voicemail and email.
• Investigate and resolve questions, service issues and customer complaints; escalate high-priority concerns as needed.
• Maintain knowledge of sales policies, organizational structure and sales initiatives; document new procedures and opportunities.
• Provide accurate, professional service while adhering to attendance, training and Quality Management System policies.

Skills

Communication skills

Problem solving

Organization

Interpersonal skills

Independent work

Education

High School Diploma or GED

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

Working at Abbott

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 recognized as one of the best big companies to work for, as well as one of the best places to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position supports Healthcare providers & patientswithin the Customer Care Center.

As a Customer Support Specialist II, you'll provide responsive, professional service across phone, voicemail, and email while partnering with teams throughout the Customer Care Center. You'll resolve provider and sales-related questions, support special initiatives, and help improve processes that strengthen the customer experience and support sales strategies.

What You'll Work On

• Manage inbound and outbound customer contacts, including phone calls, voicemail, and email inquiries from providers, sales teams, and other internal customers.
• Investigate and resolve questions, service issues, and customer complaints; identify and escalation high-priority concerns when appropriate.
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives while documenting new procedures and opportunities for improvement.
• Deliver accurate, professional service while meeting attendance and schedule expectations, completing required training and assessments, and complying with Quality Management System policies and company standards.

Required Qualifications

• High School Diploma or General Education Degree (GED).
• Three (3) or more years of customer service experience.
• Three (3) or more years of experience in a sales or customer service environment focused on delivering exceptional customer experience.
• Strong verbal and written communication, problem-solving, organizational, and interpersonal skills with the ability to work effectively across teams and adapt to changing priorities.
• Ability to work independently, maintain schedule adherence, and use a computer and telephone simultaneously in a customer support environment.
• Must be 18 years of age or older.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Experience working in an inbound/outbound contact center within the healthcare industry.
• Experience supporting healthcare providers, inside sales teams, or other internal business partners in a high-volume customer service environment.

The base pay for this position is $17.00 – $34.00 per hour. In specific locations, the pay range may vary from the range posted.