Senior Associate, HR Service Center

Abbott; Illinois; On-site; USD 28,000 - 56,000; Full time

Benefits offered by this job

Free medical coverage in HIP PPO plan

High employer retirement contributions

Tuition reimbursement

FreeU education benefit

Job summary

Abbott Park, IL-based role within CHR Corporate Human Resources focuses on delivering exceptional customer experiences across channels. You will collaborate with HR teams globally, solve issues with urgency, and continuously improve the customer journey.

The responsibilities include handling high volumes, communicating professionally with colleagues worldwide, and translating solutions to customers to enhance experience. Strong multitasking and empathy are essential in this on-site role.

Qualifications

• Strong organizational skills and ability to manage multiple channels (phone, chat, email).
• Broad knowledge of HR processes and programs.
• Ability to collaborate with global HR colleagues.
• Knowledge of HR programs to identify improvements.

Responsibilities

• Respond to customer inquiries with timely, accurate, and professional replies across channels.
• Collaborate with HR service center teams worldwide to resolve requests.
• Identify at-risk relationships and escalate with compassion.
• Capture customer feedback to drive service improvements.
• Meet or exceed schedule adherence and reliability standards.

Skills

Customer service

Communication skills

Multitasking

Attention to detail

Empathy

Education

Bachelor’s degree

Tools

Workday

Excel

CRM systems

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 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 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

This position works out of our Abbott Park, IL location within the CHR Corporate Human Resources division.

This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations.

What You’ll Work On

• Incumbent must demonstrate a stellar, seamless customer experience on and offline, coupled with attentive communication skills with a focus on patience, accuracy, and ability to listen compassionately and interpret requests from customers.
• Incumbent is empowered to solve requests and challenges via exceptional customer service that is consistent, knowledgeable, and trusted.
• Incumbent must be able to communicate professionally and compassionately with HR colleagues around the world and translate solutions and answers to customers in a way that enhances the customer experience.
• Incumbent must be able to handle a high volume of requests with speed and accuracy.
• Incumbent must continuously strive to anticipate the needs of our customers.

Responsibilities

• Solve customer inquiries with timely, accurate, and professional replies while managing multiple contact channels and continually prioritizing among static (case management, outbound calls, and emails) and dynamic (inbound calls, chats, emails) work.
• Partner with other HR service center team members or HR groups around the world to drive to resolution. Work with a sense of urgency appropriate for conditions.
• Identify at-risk/in distress customer relationships and initiate corrective action with compassion through attentiveness to human need and utilizing available tools and resources and timely escalation.
• Identify and capture customer feedback and leverage opportunities to encourage and drive improvements in team behaviors. Identify "Roadblocks" to quality customer service and recommend improvements.
• Meet or exceed standards for both schedule adherence and reliability.

COMPLEXITY OF WORK

More complex queries (cost center changes, intake for mass transactions, reporting relationship changes; org chart clean up; more complex job changes etc.). Some level of specialization, for example local country HR programs and processes.

JOB PRIORITIES

• Favors core Associate responsibilities
• Customer Contracts
• Cost Center Changes
• Intake of mass transactions
• Reporting Relationship changes
• Supervisory Organization Restructuring
• More complex job changes

Required Qualifications

• Strong organizational skills and handling multiple channels (phone calls, chats, emails, appointments) of incoming workload.
• The use of an extensive set of technology applications and a broad knowledge base of HR processes and programs.
• Strong relationships with peers and other HR groups; ability to navigate numerous stakeholders and complex organizations with a constant focus on collaboration
• Strong knowledge of HR programs and processes to identify continuous improvement opportunities.

Preferred Qualifications

• Bachelor’s degree preferred but not required.
• Software knowledge a plus : Microsoft Office Programs, especially Excel, Workday (or other system of record experience highly preferred), Salesforce (or other CRM experience highly preferred).
• Fluency in English is required; other [language(s)] -very good level at minimum, fluency a plus.
• Excellent telephone, written and verbal communications skills in [required languages] necessary.
• Selected candidates must be able to work flexible work schedule and able to shift as per work demands. (* US only - mandatory overtime is required seasonally)

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.

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.