Customer Support Specialist III

Thornton Tomasetti; United States; Remote; USD 28,000 - 56,000; Full time

Job summary

Abbott is seeking a Customer Support Specialist III to join the Cancer Diagnostics Customer Care Center in a remote US-based role. You will support the sales team and providers, handle orders, onboarding, and issue resolution, while triaging tasks across departments.

The role requires excellent written and verbal English communication, strong problem-solving, and the ability to work with internal customers. Shifts and attendance guidelines will be discussed during the interview process.

Qualifications

• High school diploma or GED.
• 4+ years of customer service experience in healthcare contact center.
• 4+ years in a sales or customer service environment focused on exceptional customer experience.
• Must be 18 years or older.
• Authorization to work in the United States without sponsorship.
• Ability to perform essential duties with or without accommodations.

Responsibilities

• Answer calls from Abbott Cancer Diagnostics Sales team and clients.
• Serve as point of contact for specialty clients.
• Follow up on new provider orders and provide support as needed.
• Provide onboarding support as needed.
• Investigate and resolve issues for sales field, providers, or internal customers.
• Manage and resolve customer complaints; escalate high-priority issues to management.
• Collaborate to identify process improvements and document new procedures.
• Support National Accounts.
• Place outbound calls when required.
• Respond to voicemail and email inquiries.
• Keep knowledge current on sales policies, structure, territory and initiatives.
• Attend on-time and follow attendance guidelines.
• Triage issues cross-functionally for resolution.
• Support Clinical Study team for order entry and process improvement.
• Assist with provider issues and communications.
• Follow written and verbal instructions accurately.

Skills

Customer service experience

Verbal communication

Written communication

Team collaboration

Attention to detail

Education

Associates degree in business administration

Tools

Contact center technology

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.

JOB DESCRIPTION: Position Overview

This position supports the Abbott Cancer Diagnostics Customer Support teams and internal customers throughout the organization. This position works cross functionally with all teams within the Customer Care Center. This position is also responsible for specialty client servicing and follow-up on new provider orders. The Customer Support Specialist III may be responsible for unique tasks or special initiatives that align with sales strategies. Shifts Available: will be discussed further during interview process. Monday - Friday: 11:00am-7:30pm CT Monday - Friday: 10:30am-7:00pm CT.

Essential Duties

• Answer incoming phone calls from Abbott Cancer Diagnostics Sales team and clients.
• Act as point of contact for specialty clients.
• Follow up on new provider orders and provide support as needed.
• Onboarding support, as needed.
• Investigate and resolve issues or problems for the sales field, providers, or other internal customers.
• Manage and resolve customer complaints; identify and elevate high priority issues to management.
• Work as a team to identify process improvements and document new procedures for growth.
• Provide support to National Accounts.
• Place outbound calls, as necessary.
• Respond to voicemail and email inquiries.
• Maintain current knowledge of changes to sales policies, organizational structure, and territory assignments, as well as communication on sales strategy and initiatives.
• Report to work on t ime and follow attendance guidelines and schedule adherence practices.
• Work cross-functionally to triage issues for appropriate resolution.
• Support the Clinical Study team for order entry, issue resolution, and process improvement.
• Support provider issues.
• Ability to accurately follow written and verbal instructions.
• Excellent problem-solving abilities.
• Excellent verbal and written English communication skills.
• 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.
• Possess a positive attitude with excellent interpersonal skills; ability to interact and build strong working relationships with peers at all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.
• Disciplined, self-motivated, and reliable; ability to stay focused on a task and work independently.
• Motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely and productive manner.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Regular and reliable attendance.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.

Minimum Qualifications

• High School Diploma or General Education Degree (GED).
• 4+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry.
• 4+ 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.

Preferred Qualifications

• Associates degree in business administration or related field.
• Knowledge of contact center technology.
• Demonstrated strong attention to detail and focus on quality output.
• Demonstrated knowledge of customer service principles and practices.

The base pay for this position is $20.50 - $41.00/hour In specific locations, the pay range may vary from the range posted.

JOB FAMILY: Customer Service

DIVISION: ONCO Cancer Diagnostics

LOCATION: United States of America : Remote

WORK SHIFT: Standard

TRAVEL: No

MEDICAL SURVEILLANCE: Not Applicable

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)

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

Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential - because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions - across the spectrum of health, around the world, in all stages of life. Whether it's next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and wellbeing of millions of people. They push the boundaries to help manage and treat some of life's greatest health challenges.

We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings.

An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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