Senior Customer Service Specialist

About the Company

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.

About the Role

This position is responsible for providing consistent and responsive superior service to customers by logging, tracking, and following up on customer feedback and complaints. Additionally, the Customer Service Representative will track all equipment service needs, including scheduling routine preventative maintenance. The CSR is required to capture all details of customer interactions and enter information into the Company's systems, as appropriate.

Responsibilities

• Issue complaints and record them in Arena and Salesforce.
• Review Call Center Daily Log for complaints.
• Follow up on complaint resolutions and enter them into Salesforce.
• Create Solutions in Salesforce.
• Provide customers with information regarding the closure of complaints, including issuing RMA numbers and updating logs.
• Follow up to close RMAs once product is received.
• Load the daily Call Log into Salesforce.
• Record into Salesforce all customer communications, including updates to hardware and software, customer feedback, and service calls.
• Develop work procedures for Salesforce with regards to updating system installs and field hardware/software upgrades.
• Assist with developing work procedures for tracking and closing complaints in Salesforce.
• Demonstrate a primary commitment to patient safety and product quality by maintaining compliance with the Company’s Quality Policy and all documented quality processes and procedures.
• Perform other activities as required to support the Company in meeting its operational, strategic, and financial goals.

Requirements

• High School Diploma / GED or an equivalent combination of education and work experience.
• Bachelor’s Degree (± 16 years) in a business-related field preferred.
• Minimum 2 years of customer service experience desired.
• Excellent oral and written communication skills with a demonstrated ability to interact effectively with individuals at all levels in the organization.
• Telephone sales ability a plus.
• Working knowledge of MS Word and Excel.
• Strong organizational, analytical, and problem-solving skills.
• Ability to accurately handle complex processes and multi-task in a fast-paced environment.
• Knowledge of medical manufacturing and/or distribution preferred.

Benefits

• 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.
• 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 and named one of the most admired companies in the world by Fortune.
• 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.

Pay

The base pay for this position is $19.35 – $38.75 per hour. In specific locations, the pay range may vary from the range posted.