Customer Care Specialist II

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional customer service to healthcare providers collaborating with Abbott Cancer Diagnostics and the internal sales team.

• Handle incoming phone calls and initiate outbound calls as required.

• Address voicemail and email inquiries promptly.

• Investigate and resolve issues for sales personnel, providers, and internal stakeholders.

• Manage customer complaints effectively and escalate urgent matters to management.

• Identify areas for process improvements and document new procedures accordingly.

• Provide external support to Alternate Channels within the business.

• Maintain a comprehensive understanding of sales policies, organizational structure, territory assignments, sales strategies, and initiatives.

• Collaborate cross-functionally to triage issues for appropriate resolution.

• Assist the Clinical Study team with order processing, issue resolution, and enhancements to processes.

• Complete training activities, workflow practices, role plays, learning modules, and assessments as required.

• Support and adhere to Abbott’s Quality Management System policies and procedures.

⛳️ Requirements

• High School Diploma or General Education Degree (GED) is required.

• A minimum of 3 years of customer service experience, ideally in an inbound/outbound contact center within the healthcare sector.

• At least 3 years of experience in a sales or customer service environment emphasizing exceptional customer experience.

• Must be at least 18 years old.

• Must have authorization to work in the United States without sponsorship.

• Capability to perform essential duties with or without accommodation.

• Outstanding verbal and written communication skills in English.

• Proficient in accurately following written and verbal instructions.

• Strong problem-solving skills.

• Excellent organizational abilities.

• Professional communication, both verbal and written, with staff at all levels.

• Ability to thrive in a team environment and adapt to varying workloads and situations.

• Ability to work independently while maintaining focus.

• Competence in using a computer and phone simultaneously.

• Proficiency in using a telephone with a headset.

• Ability to demonstrate a solid understanding of key concepts and technical skills required for the position.

• Preferred: Associate degree in business administration or a related field.

• Preferred: Familiarity with contact center technology.

• Preferred: Knowledge of customer service principles and practices.

🏝️ Benefits

• Competitive base pay ranging from $17.00 to $34.00 per hour.

• No travel required.