Customer Support Specialist II

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

📋 Description

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

• Collaborate across various teams within the Customer Care Center.

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

• Address voicemail and email inquiries promptly.

• Investigate and resolve issues faced by the sales field, providers, and internal clients.

• Manage customer complaints and escalate urgent matters to management.

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

• Provide external support to Alternate Channels.

• Keep informed about sales policies, organizational structure, territory assignments, sales strategies, and initiatives.

• Work collaboratively to triage issues for proper resolution.

• Assist the Clinical Study team with order entry, issue resolution, and process enhancement.

• Complete training activities, workflow practices, role-playing exercises, asynchronous learning modules, and assessments.

⛳️ 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 setting focused on delivering exceptional customer experiences.

• Candidates must be 18 years of age or older.

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

• Capability to perform essential duties with or without accommodation.

• Strong verbal and written communication skills in English are essential.

• Ability to accurately follow both written and verbal instructions.

• Excellent problem-solving skills are necessary.

• Strong organizational abilities are required.

• Professional communication skills, both verbal and written, with a keen attention to grammar and spelling.

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

• Capability to work independently while remaining focused on tasks.

• Consistent and reliable attendance is expected.

• Ability to operate a computer and phone simultaneously.

• Proficiency in using a telephone with a headset.

• Ability to demonstrate comprehension of key concepts and technical skills pertinent to the role.

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

• Preferred: Familiarity with contact center technology.

• Preferred: Strong attention to detail and a commitment to quality output.

• Preferred: Knowledge of customer service principles and practices.

🏝️ Benefits

• Opportunities for career development within an international organization.

• An excellent retirement savings plan with substantial employer contributions.

• The company is recognized as a great workplace in numerous countries around the globe.

• Acknowledged as one of the best large companies to work for.

• Recognized as a top employer for diversity, working mothers, female executives, and scientists.