Customer Support Specialist II

Position Overview
This position is responsible for providing customer service to providers that work with Abbott Cancer Diagnostics, and to our inside sales team. This position works cross functionally with all teams within the Customer Care Center. This position also performs other duties and projects as needed. The Provider Support Specialist may be responsible for unique tasks or special initiatives that align with sales strategies.

Essential Duties include but are not limited to the following:

• Answer incoming phone calls.

• Place outbound calls, as necessary.

• Respond to voicemail and email inquiries.

• Investigate and resolve issues or problems for the sales field, providers, or other internal customers.

• Manage and resolve customer complaints, identify, and escalate high priority issues to management.

• Work as a team to identify process improvements and document new procedures for growth.

• Provide external support to Alternate Channels of our business.

• Maintain current knowledge of changes to sales policies, organizational structure, and territory assignments, as well as communications on sales strategy and initiatives.

• Report to work on time and follows attendance guidelines and schedule adherence practices.

• Work cross-functionally to triage issues for appropriate resolution.

• Support the Clinical Study team for order entry, issue resolution, and process improvement.

• 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 both verbal and written communications with attention to grammar and spelling.

• Possess a positive attitude with excellent interpersonal skills; ability to interact and build strong working relationships with peers at all levels of the organization.

• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly.

• Disciplined, self-motivated, and reliable; ability to stay focused on a task and work independently.

• Motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely and productive manner.

• 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 on a computer and phone simultaneously.

• Ability to use a telephone through a headset.

• Ability to consistently demonstrate an understanding of key concepts and technical skills necessary to perform the role.  Progress and proficiency will be evaluated through:  Active participation, workflow practice, role play activities, asynchronous learning modules, and assessments which measure comprehension and successful application of training curriculum.

Minimum Qualifications

• 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.

Preferred Qualifications

• Associates degree in business administration or related field.

• Knowledge of contact center technology.

• Demonstrated strong attention to detail and focus on quality output.

• Demonstrated knowledge of customer service principles and practices.