About this role
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: 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 that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists. The Opportunity We have an opportunity for the role of Customer Service Representative within our Diagnostics division based out of Lake Forest, IL and this is an onsite role. Abbott Diagnostics is a global leader in in vitro diagnostics, offering a broad range of innovative instrument systems and tests used by hospitals, laboratories, blood banks, physicians' offices, and consumers around the world to help improve patient care and support healthier lives.
As the Customer Service Representative, you’ll have the chance to support customers across Diagnostics, Point of Care, and Diabetes Care businesses while delivering timely solutions to inquiries and service needs. You’ll help create a positive customer experience through accurate case handling and cross-functional collaboration. What You’ll Work On Respond to customer inquiries through phone, email, and chat channels, resolving issues in alignment with established service standards.
Provide product and service support that helps customers successfully navigate Abbott offerings and processes. Research customer requests, identify appropriate solutions, and coordinate follow-up actions to ensure issue resolution. Accurately document customer interactions and maintain records within customer service systems.
Partner with internal teams, including technical support and service organizations, to address escalated customer concerns. Support order-related inquiries, exceptions, and account requests while maintaining a high level of accuracy and customer satisfaction. Required Qualifications Bachelor’s degree and at least 1 year of customer service experience in a call center or contact center environment, OR at least 3 years of customer service experience in a call center or contact center environment.
Experience working in a high-volume customer service environment with a focus on quality and accountability. Proficiency with keyboarding/data entry and ten-key functions. Working knowledge of Microsoft Word and internet-based research and navigation tools.
Experience handling customer concerns and resolving service-related issues. Ability to communicate clearly through phone, email, and written correspondence. Preferred Qualifications Bachelor’s degree in a related field.
Experience supporting customers in healthcare, diagnostics, medical device, or related regulated industries. Experience using computerized order management, customer service, or case management systems. Working knowledge of Microsoft Office applications.
Experience with SAP, ERP platforms, or similar business systems. Experience working with cloud-based contact center phone systems. Ability to analyze customer needs and coordinate solutions with service and technical support teams.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: https://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 abbott.com , on LinkedIn at https://www.linkedin.com/company/abbott-/ , and on Facebook at https://www.facebook.com/AbbottCareers .
The base pay for this position is $20.35 – $40.65/hour In specific locations, the pay range may vary from the range posted. JOB FAMILY: Customer Service DIVISION: CRLB Core Lab LOCATION: United States > Lake Forest : CP01 ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: No MEDICAL SURVEILLANCE: No SIGNIFICANT WORK ACTIVITIES: 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