Abbott

Customer Support

• Support healthcare providers and patients within the Customer Care Center
• Provide responsive, professional service across phone, voicemail, and email
• Partner with teams throughout the Customer Care Center
• Manage inbound and outbound customer contacts from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Meet attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Support special initiatives and improve processes that strengthen customer experience and support sales strategies

Customer Support Specialist II

• Support healthcare providers and patients within the Customer Care Center
• Provide responsive, professional service via phone, voicemail, and email
• Partner with teams throughout the Customer Care Center
• Resolve provider and sales-related questions
• Manage inbound and outbound customer contacts from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Support special initiatives and help improve processes that strengthen the customer experience and support sales strategies
• Meet attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards

• Support healthcare providers and patients within the Customer Care Center
• Provide responsive, professional service across phone, voicemail, and email
• Partner with teams throughout the Customer Care Center
• Manage inbound and outbound customer contacts from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Support special initiatives and help improve processes that strengthen customer experience and support sales strategies

• Support healthcare providers and patients within the Customer Care Center
• Provide responsive, professional service via phone, voicemail, and email
• Partner with teams throughout the Customer Care Center
• Manage inbound and outbound customer contacts from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Meet attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Help improve processes that strengthen the customer experience and support sales strategies

Manager

• Provide clinical and strategic support to the Clinical Affairs Organization, focusing on business unit technologies and therapy areas
• Accelerate clinical studies and drive enrollment to influence trial and new technology approval timelines
• Develop relationships with Key Opinion Leaders (KOLs)
• Lead new clinical site launches
• Identify clinical research partners and develop strategic research partnership plans within the territory
• Act as primary contact for clinical trial sites
• Drive patient enrollment and ensure study milestones are met
• Increase KOL engagement across study committees, publications, and congress presentations
• Manage multi-cultural, multi-country relationships with customers and cross-functional internal teams
• Collaborate with commercial leadership and other business units
• Lead clinical research study implementation and debriefs
• Identify and develop new clinical research sites
• Manage territory priorities, scheduling, forecasting, and strategic planning
• Lead clinical projects as a member of core teams
• Support knowledge transfer between clinical and commercial teams for business unit goals and product launches
• Provide technical support and troubleshooting for clinical research procedures involving Abbott technologies
• Participate in presentations, advisory boards, and special projects
• Mentor and support FCS staff, with opportunity for direct-report management

Regional Clinical Affairs Manager – Electrophysiology (EP)

• Support healthcare providers and patients within the Customer Care Center
• Provide responsive, professional service via phone, voicemail, and email
• Partner with teams throughout the Customer Care Center
• Manage inbound and outbound customer contacts from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Support special initiatives and improve processes that strengthen customer experience and support sales strategies

• Support healthcare providers and patients within the Customer Care Center
• Provide responsive, professional service through phone, voicemail, and email
• Partner with teams throughout the Customer Care Center
• Manage inbound and outbound customer contacts from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Support special initiatives and improve processes that strengthen customer experience and support sales strategies

• Manage inbound and outbound customer contacts, including phone calls, voicemail, and email inquiries from providers, sales teams, and other internal customers
• Investigate and resolve questions, service issues, and customer complaints
• Identify and escalate high-priority concerns when appropriate
• Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Support healthcare providers and patients within the Customer Care Center
• Partner with teams throughout the Customer Care Center and support special initiatives

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 122,000 colleagues serve people in more than 160 countries. 
JOB DESCRIPTION:
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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.

- Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.

- An excellent retirement savings plan with a 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 worldwide and named one of the most admired companies in the world by Fortune.

- A company recognized as one of the best big companies to work for, as well as one of the best places to work for diversity, working mothers, female executives, and scientists.

The Opportunity
This position supports Healthcare providers & patients within the Customer Care Center. 
As a Customer Support Specialist II, you'll provide responsive, professional service across phone, voicemail, and email while partnering with teams throughout the Customer Care Center. You'll resolve provider and sales-related questions, support special initiatives, and help improve processes that strengthen the customer experience and support sales strategies.

What You'll Work On

- Manage inbound and outbound customer contacts, including phone calls, voicemail, and email inquiries from providers, sales teams, and other internal customers.

- Investigate and resolve questions, service issues, and customer complaints; identify and escalate high-priority concerns when appropriate.

- Maintain current knowledge of sales policies, organizational structure, territory assignments, and sales initiatives while documenting new procedures and opportunities for improvement.

- Deliver accurate, professional service while meeting attendance and schedule expectations, completing required training and assessments, and complying with Quality Management System policies and company standards.

Required Qualifications

- High School Diploma or General Education Degree (GED).

- Three (3) or more years of customer service experience.

- Three (3) or more years of experience in a sales or customer service environment focused on delivering exceptional customer experience.

- Strong verbal and written communication, problem-solving, organizational, and interpersonal skills with the ability to work effectively across teams and adapt to changing priorities.

- Ability to work independently, maintain schedule adherence, and use a computer and telephone simultaneously in a customer support environment.

- Must be 18 years of age or older.

- Authorization to work in the United States without sponsorship.

Preferred Qualifications

- Experience working in an inbound/outbound contact center within the healthcare industry.

- Experience supporting healthcare providers, inside sales teams, or other internal business partners in a high-volume customer service environment.

The base pay for this position is 
$17.00 – $34.00/hourIn 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:
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

Customer Support Specialist II | Tues - Sat. 10AM - 6:30PM

Customer Support Specialist II | Tues - Sat 1:30PM - 10:00PM

Customer Support Specialist II | Sun – Thurs 8:30AM – 5:00PM

Customer Support Specialist II | Sun – Thurs 6AM - 2:30PM

• Support healthcare providers and patients within the Customer Care Center
• Manage inbound and outbound customer contacts through phone calls, voicemail, and email
• Resolve provider and sales-related questions, service issues, and customer complaints
• Investigate concerns and escalate high-priority issues when appropriate
• Maintain knowledge of sales policies, organizational structure, territory assignments, and sales initiatives
• Document new procedures and opportunities for improvement
• Deliver accurate, professional service while meeting attendance and schedule expectations
• Complete required training and assessments
• Comply with Quality Management System policies and company standards
• Partner with teams throughout the Customer Care Center to improve customer experience and support sales strategies