Customer Support Specialist III

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.

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.

• 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.

• 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…