Customer Service Operations Specialist

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 113,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You'll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

• This position is located in our Lake Forest, IL office.
• Qualified candidates must currently live in the Greater Chicagoland area.
• Relocation assistance is not authorized for this position

What You'll Work On

• Assists supervisor/manager with the management of daily activities over a group of agents, representatives, or similar positions that handle customer service inquiries and problems via the telephone and sometimes e-mail.
• Provides direction and guidance to less experienced team members.
• Recognizes and recommends areas needing improvement.
• Applies advanced knowledge and skills in Customer Service.
• Handles customer service inquiries and problems via the telephone and/or email recording consistent problem areas.
• Customer service is the primary function but may include minimal selling or promotion of products or services.
• Calls are non-routine but require deviation from standard screens, scripts, and procedures.
• Handles situations which may require adaptation of response or extensive research according to customer response.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Requires extensive knowledge of company, products, and/or services.
• May required advanced problem-solving.
• May assess needs and suggest/promote alternative products or services.
• Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.
• Works closely with internal departments to understand quality and commercial requires for call handling in the Customer Service area. Acts as liaison between internal groups and the contact center to ensure compliance and customer service excellence are achieved.
• Trend and analyze quality and/or commercial data from a variety of data sources. Present using PowerPoint format and recommend actions based on data trends.
• Assists Manager(s) with day-to-day operational aspects of quality and/or commercial programs.
• Represent customer service on cross-functional teams responsible for commercial and/or quality programs.
• Manage escalated cases including sourcing information to address customers issues, corresponding with customer, recommending actions for a positive outcome customers and strategic partners.
• Participates in marketing strategy and planning activities and often offers ideas on new opportunities to increase customer retention and improve the customer experience.
• Requires ability to navigate a computerized data entry system or other relevant applications.
• Monitors and reviews existing processes.
• Independent on meeting operational objectives and requires only general guidelines.
• May assist in scheduling and coordinating team activities.
• Handles escalated and unresolved calls from less experienced representatives.
• Typically provides input into hiring decisions and performance appraisals but does not necessarily make hiring decisions or conduct performance appraisals.
• Typically requires one to three years of experience, and some experience as a senior level Customer Service Representative.
• Human Resource Call Center Representatives may be matched to this function.
• This excludes HR Generalists.
• Responsible for the implementation, maintenance and reporting of specified Sales, Marketing and CRM Service Programs for the United States by working with internal customers such as Sales and Marketing, internal customers.
• Project management related to Customer Service quality and commercial operations
• Data trending and analysis of quality or commercial data
• Responsible for performing all activities and assigned projects within budget, to the highest quality possible.
• Meeting project milestones and delivering final program on-time while delivering to program defined requirements.
• Resolve and/or escalates issues in a timely fashion
• Must have the ability to manage multiple projects at one time from start to finish.
• Must have the ability to work with internal stakeholders and manage outside vendors, keeping them on track and meeting all deadlines with high quality results.

Required Qualifications

• Bachelor's Degree and a minimum of 4 years' experience
• Including 2 years' experience, driving small to medium sized projects with a cross-functional team
• Microsoft Excel Skills to facilitate data analysis and Power Point skills.
• Document and verbalize issues and have the ability to work with all levels of management.

Preferred Qualifications

• Project management and at least 1 year of Supervisory experience
• Call center experience is a plus.

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. 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.

The salary for this role is between:

N/A

JOB FAMILY:

Customer Service

DIVISION:

IACC Immunoassay and Clinical Chemistry

LOCATION:

United States > Lake Forest : CP01

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 5 % of the Time

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf