Customer Support Specialist IV

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 115,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Position Overview

The Customer Support Specialist IV performs the functions of their position under the guided direction of the Supervisors, Customer Support. The Customer Support Specialist IV provides support to the Customer Care Center and is a mentor for Leads. In this position, the Customer Support Specialist IV supports the mission and vision of Abbott Cancer Diagnostics, along with the Supervisors and Managers of Customer Support, to share the responsibility of ensuring the Customer Care Center operates effectively. The Customer Support Specialist IV will follow all laboratory and Customer Care Center policies and procedures and maintain accurate data reporting practices, as needed, to ensure consistent and diligent execution of inbound and outbound call handling.

 

Essential Duties

Include but are not limited to the following:

• Perform all job duties according to Contact Center policies and procedures in a timely and productive manner.
• Troubleshoot high level work queues and answer related questions.
• Partner with supervisors and managers of the Contact Center on process and policy updates across the department.
• Serve on cross-functional teams as a representative of the Customer Support team.
• Answer and respond to incoming calls, digital channel inquirers, and outbound calling efforts, as needed.
• Provide escalating support to the Customer Care Team; including, but not limited to, mentoring and coaching Customer Care Center employees and monitoring associates to ensure incoming and outgoing phone and other contacts are addressed according to Company goals.
• Provide additional escalating support, mentoring, and coaching to other Customer Care Associates, Specialists, and Lead Customer Care Specialists.
• Support the management of daily workload execution to meet service level goals.
• Document all information according to standard operating procedures (SOPs).
• Ensure familiarity with relevant guidelines and policies for medical devices.
• Identify and create best practices and work with leadership to drive continuous improvement of the customer experience.
• Research required information using available resources.
• Provide customers with product and service information.
• Recommend changes to ensure high quality customer service.
• Ability to conduct self in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and other clients.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.
• Ability to stay focused on a task and work independently.
• Disciplined, self-motivated, and reliable; motivated to perform quality work.
• Excellent interpersonal skills; ability to interact and build strong working relationships with customers, as well as peers, at all levels of the organization.
• Excellent verbal and written English communication skills.
• 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 designated schedule.
• Ability to work overtime, as needed.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• Successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher.  Exact Sciences will make a reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.

 

Minimum Qualifications

• High School Diploma or General Education Degree (GED).
• 6+ years of customer service experience or in a role relevant to the essential duties of the job.
• 1+ years of indirect leadership experience; including, but not limited to, mentoring, training, and coaching.
• 1+ years of experience with customer service principles and practices.
• 1+ years of experience with Contact Center operations; including, but not limited to, training and performance monitoring.
• Demonstrated ability to meet standards for production and accuracy within 6 months of start date in role.
• Proficient computer skills to include Internet navigation, Email usage, and word processing.
• Proficient in Microsoft Office.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

 

Preferred Qualifications

• Some college course work.
• 1+ years of experience working with Epic processes/system.
• Experience working in inbound/outbound contact center in the healthcare industry.
• Previous work in a laboratory environment.
• Knowledge of contact center telephony and technology.
• Demonstrated initiative and willingness to continuously improve processes.

     

The base pay for this position is

$22.45 – $44.85/hour

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

ONCO Cancer Diagnostics

        

LOCATION:

United States of America : Remote

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

Not Applicable

     

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