Area Smart Center 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 114,000 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.

Our diagnostic solutions are used in hospitals, laboratories, and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

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 is a remote position.
• Must be able to travel up towards 5%

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.

MAIN RESPONSIBILITIES

• 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.
• 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.

Required Qualifications:

• Bachelor’s Degree
• Experience Minimum 4 years

Preferred Qualifications

• Experience Minimum 4 years of Field service experience
• Level 3 escalation service support
• Proficiency in Power of BI and data analysis

* 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 base pay for this position is

$83,000.00 – $166,000.00

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

     

JOB FAMILY:

Customer Service

     

DIVISION:

CRLB Core Lab

        

LOCATION:

United States of America : Remote

     

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 Apply