Customer Support Specialist IV

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

The Customer Support Specialist IV performs the functions of their position under the guided direction of the Supervisors, Customer Support. The Customer Support Specialist IV provides support to the Customer Care Center and is a mentor for Leads. In this position, the Customer Support Specialist IV supports the mission and vision of Abbott Cancer Diagnostics, along with the Supervisors and Managers of Customer Support, to share the responsibility of ensuring the Customer Care Center operates effectively. The Customer Support Specialist IV will follow all laboratory and Customer Care Center policies and procedures and maintain accurate data reporting practices, as needed, to ensure consistent and diligent execution of inbound and outbound call handling.
Essential Duties

Include but are not limited to the following:

- Perform all job duties according to Contact Center policies and procedures in a timely and productive manner.

- Troubleshoot high level work queues and answer related questions.

- Partner with supervisors and managers of the Contact Center on process and policy updates across the department.

- Serve on cross-functional teams as a representative of the Customer Support team.

- Answer and respond to incoming calls, digital channel inquirers, and outbound calling efforts, as needed.

- Provide escalating support to the Customer Care Team; including, but not limited to, mentoring and coaching Customer Care Center employees and monitoring associates to ensure incoming and outgoing phone and other contacts are addressed according to Company goals.

- Provide additional escalating support, mentoring, and coaching to other Customer Care Associates, Specialists, and Lead Customer Care Specialists.

- Support the management of daily workload execution to meet service level goals.

- Document all information according to standard operating procedures (SOPs).

- Ensure familiarity with relevant guidelines and policies for medical devices.

- Identify and create best practices and work with leadership to drive continuous improvement of the customer experience.

- Research required information using available resources.

- Provide customers with product and service information.

- Recommend changes to ensure high quality customer service.

- Ability to conduct self in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and other clients.

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

- Ability to stay focused on a task and work independently.

- Disciplined, self-motivated, and reliable; motivated to perform quality work.

- Excellent interpersonal skills; ability to interact and build strong working relationships with customers, as well as peers, at all levels of the organization.

- Excellent verbal and written English communication skills.

- 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 designated schedule.

- Ability to work overtime, as needed.

- Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.

- Ability to work on a computer and phone simultaneously.

- Ability to use a telephone through a headset.

- Successfully complete an assessment showing understanding of Exact Sciences Epic process