客户支持专员三级
Customer Support Specialist III
Abbott 是一家全球医疗健康领导者，帮助人们在生命各个阶段更好地生活。我们的产品组合涵盖各类医疗技术，包括诊断、医疗设备、营养品和品牌仿制药等领先业务和产品。我们的 115,000 名员工服务于全球 160 多个国家。
职位描述：
职位概述
该职位支持 Abbott 癌症诊断客户支持团队以及组织内部客户。该职位需要与客户关怀中心的所有团队进行跨职能合作。该职位还负责特殊客户的服务与跟进新供应商订单。客户支持专家 III 可能需要负责与销售策略一致的独特任务或特别项目。
可选班次：将在面试过程中进一步讨论。
- 周一至周五：上午 11:00 - 晚上 7:30 CT
- 周一至周五：上午 10:30 - 晚上 7:00 CT
主要职责包括但不限于以下内容：
- 接听 Abbott 癌症诊断销售团队和客户的来电。
- 作为特殊客户的联系人。
- 跟进新供应商订单并根据需要提供支持。
- 提供入职支持，视情况而定。
- 调查并解决销售现场、供应商或其他内部客户的问题。
- 管理并解决客户投诉；识别并向上级汇报高优先级问题。
- 与团队合作，识别流程改进点，并记录新流程以支持增长。
- 为全国客户提供建议。
- 必要时拨打外线电话。
- 回复语音邮件和电子邮件咨询。
- 保持对销售政策、组织结构、区域分配变更以及销售策略和项目的最新了解。
- 按时上班并遵守考勤规定和排班要求。
- 跨职能协作，对问题进行分类以便正确解决。
- 支持临床研究团队进行订单录入、问题解决和流程改进。
- 支持供应商相关问题。
- 能够准确遵循书面和口头指示。
- 优秀的解决问题能力。
- 优秀的英语口语和书面沟通能力。
- 强大的组织能力。
- 能够通过口头和书面方式与各级员工进行有效且专业的沟通。
查看英文原文
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
This position supports the Abbott Cancer Diagnostics Customer Support teams and internal customers throughout the organization. This position works cross functionally with all teams within the Customer Care Center. This position is also responsible for specialty client servicing and follow-up on new provider orders. The Customer Support Specialist III may be responsible for unique tasks or special initiatives that align with sales strategies.
Shifts Available: will be discussed further during interview process.
- Monday - Friday: 11:00am-7:30pm CT
- Monday - Friday: 10:30am-7:00pm CT
Essential Duties
include but are not limited to the following:
- Answer incoming phone calls from Abbott Cancer Diagnostics Sales team and clients.
- Act as point of contact for specialty clients.
- Follow up on new provider orders and provide support as needed.
- Onboarding support, as needed.
- 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 support to National Accounts.
- Place outbound calls, as necessary.
- Respond to voicemail and email inquiries.
- 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 follow 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.
- Support provider issues.
- Ability to accurately follow written and verbal instructions.
- Excellent problem-solving abilities.
- Excellent verbal and written English communication skills.
- 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.
- You will be required to successfully complete an assessment showing understanding of Abbott Cancer Diagnostics Epic processes necessary to the job functions with a score of 80% or higher. Abbott Cancer Diagnostics 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).
- 4+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry.
- 4+ 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.
The base pay for this position is
$20.50 – $41.00/hourIn specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Customer ServiceDIVISION:
ONCO Cancer DiagnosticsLOCATION:
United States of America : RemoteADDITIONAL LOCATIONS:
WORK SHIFT:
StandardTRAVEL:
NoMEDICAL SURVEILLANCE:
Not ApplicableSIGNIFICANT 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: is the Law link - Espanol: Originally posted on Himalayas