Customer Support Specialist II
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Job Description
Customer Support Specialist II serving Abbott Cancer Diagnostics providers and inside sales teams. Resolving inquiries, complaints, order issues, and cross-functional customer support needs.
Responsibilities:
- Provide customer service to providers working with Abbott Cancer Diagnostics and the inside sales team
- Answer incoming phone calls and place outbound calls as necessary
- Respond to voicemail and email inquiries
- Investigate and resolve issues for sales field, providers, and internal customers
- Manage and resolve customer complaints and escalate high-priority issues to management
- Identify process improvements and document new procedures
- Provide external support to Alternate Channels of the business
- Maintain current knowledge of sales policies, organizational structure, territory assignments, sales strategy, and initiatives
- Work cross-functionally to triage issues for appropriate resolution
- Support the Clinical Study team with order entry, issue resolution, and process improvement
- Complete training activities including workflow practice, role plays, asynchronous learning modules, and assessments
- Follow attendance guidelines, schedule adherence practices, company mission and values, and Quality Management System policies
Requirements:
- High School Diploma or General Education Degree (GED)
- 3+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry
- 3+ 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
- Excellent verbal and written English communication skills
- Ability to accurately follow written and verbal instructions
- Excellent problem-solving abilities
- Strong organizational skills
- Ability to communicate effectively and professionally with all levels of staff through verbal and written communications
- Ability to work in a team environment and adapt to changing workload and circumstances
- Ability to work on a computer and phone simultaneously
- Ability to use a telephone through a headset
- Associates degree in business administration or related field (preferred)
- Knowledge of contact center technology (preferred)
- Demonstrated strong attention to detail and focus on quality output (preferred)
- Demonstrated knowledge of customer service principles and practices (preferred)
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