Customer Service Advocate II

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 107,000 colleagues serve people in more than 160 countries

ABOUT ABBOTT DIAGNOSTICS:

The key to successful treatment and full recovery is often fast, accurate diagnosis. Abbott’s life-changing tests and diagnostic tools provide insights that enable smarter, faster decisions and transform the way the world is managing health.

Our pioneering technology spans the world of healthcare operations — with medical diagnostic instruments, tests, automation and informatics solutions for hospitals, reference labs, blood centers, emergency departments, physician offices and clinics.

Our Diagnostics Business has an opportunity for a Customer Service II role to support customers in our Diagnostics, Point of Care and Diabetes Care businesses. Abbott is looking for a high caliber individuals looking to make a difference in the way we do business with our internal and external Customers. In this role, potential candidates will be able to work with highly motivated Staff members to make process improvements, have the ability and flexibility to think on their feet to provide Customers with the best possible solutions for their issues or concerns, all while gaining the knowledge and understanding of how and why the different Divisions of Abbott work together.

This is a non-exempt, on-site position, based in Lake Forest, IL

WHAT YOU’LL DO

Respond to customer inquiries via telephone, email or chats to provide problem resolution in accordance with the Organization’s service standards – This is a great opportunity to learn the business as well as grow and develop in a very customer focused, dynamic environment.

Provide and maintain detailed and current knowledge of the company’s products and services, to ensure complete Customer satisfaction.

EDUCATION AND EXPERIENCE YOU’LL BRING

Minimum Qualifications:

BS/BA degree and a minimum of one year customer service experience in a Call/Contact Center environment OR a minimum of three years customer service experience in a Call/Contact Center environment.

Ability to demonstrate consistent performance in a high volume/high quality/high accountability contact center will be given favorable consideration.

Ten-key typing skills or equivalent speed is required.

Basic level WORD experience required.

Must be familiar with search engines and be able to search and navigate using the internet.

Excellent e-mail, telephone, written and verbal communications skills necessary.

Ability to handle difficult customers and to facilitate service recovery.

Sitting is required for 90% of the work day.

Heavy and speedy keyboarding is required.

Preferred Qualification

4-year education BS/BA degree

Strong analytical, verbal and written communication skills to analyze customer service needs for communication to Service and Technical departments, while understanding and maintain adherence to the Abbott Quality System policies and procedures.

Requires ability to navigate a computerized ordering system or other relevant applications.

Microsoft software suite and keyboarding skills.

SAP/ERP system software experience is a plus.

Call Center Phone System – Cloud-based Technology

WHAT WE OFFER

At Abbott, you can have a good job that can grow into a great career. We offer:

Training and career development, with onboarding programs for new employees and tuition assistance

Financial security through competitive compensation, incentives and retirement plans

Health care and well-being programs including medical, dental, vision, wellness and occupational health programs

Paid time off

401(k) retirement savings with a generous company match

The stability of a company with a record of strong financial performance and history of being actively involved in local communities

Learn more about our benefits that add real value to your life to help you live fully: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. 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 @AbbottNews and @AbbottGlobal.