Abbott myHRTeam Associate in Abbott Park, Illinois

At Abbott, we're committed to helping you live your best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 94,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve. Please note that candidates need to be eligible to work in the U.S. without Abbott sponsorship.

JOB DESCRIPTION:

Job summary

This position is responsible for utilizing and maintaining comprehensive customer service, service recovery and cross-informing skills. These skills will be applied continuously to serving Abbott employees (our customers) who contact the Abbott myHRTeam Call Center through a variety of communication channels including phone, e-mail, fax, web self-service and chat. Candidates must be comfortable working in an environment with a high degree of personal accountability as measured by an extensive set of agent and team productivity, quality, and efficiency metrics. In this role, Customer Service Associates will often provide the first and often, the most lasting impression of Abbott Corporate Human Resources, and therefore must represent our ideals for acting with the highest standards for service, professionalism, accuracy, and efficiency as well as an appropriate sense of urgency.

Main responsibilities

1) Receive and respond to service inquiries and requests with timely, accurate, and professional responses while managing multiple contact channels and continually prioritizing among static (email, correspondence, outbound calls) and dynamic (inbound calls) workflows.

2) Coordinate with other myHRTeam Call Center staff and supervisors to ensure optimal daily coverage of communication channels with available staff resources.

Work with a sense of urgency appropriate for conditions.

Meet or exceed standards for both schedule adherence and reliability.

This position requires the candidate to be accountable for 97% plus percent of their work day.

3) Embrace the remote and desk-side observation process which includes extensive coaching and feedback interactions.

4) Identify at-risk/in distress customer relationships and initiate corrective action by utilizing available tools and resources and timely escalation, but especially through attentiveness to human need.

5) Identify and capture customer feedback including compliments, complaints, and opportunities for improvement.

Identify "Roadblocks" to quality customer service in myHR Service Center processes or Abbott-wide practices or policies, and recommend improvements as input to the continuous improvement cycle.

6) Create customer value by identifying linkages between specific customer requests and inquiries and available Abbott benefits, resources, and services by cross-informing to both spoken and unspoken needs.

Qualifications

EITHER a BS/BA degree and a minimum of two years customer service experience in a Call/Contact Center environment, including one year experience working in an HR environment, OR a minimum of five years customer service experience in a Call/Contact Center environment, including one year experience working in an HR environment is preferred. Ability to demonstrate consistent top agent/representative performance in a high volume/high quality/high accountability call center will be given favorable consideration. Ten-key typing skills or equivalent speed is required. Basic level WORD experience required. Excel experience preferred. Must be familiar with search engines and be able to search and navigate using the internet. Previous experience using e-mail as a tool to respond to customers is preferred. Excellent telephone, written and verbal communications skills necessary. Ability to handle difficult customers and to facilitate service recovery to maintain the reputation of myHR is required. Fluency in speaking and writing any second language desired; Spanish, French or German preferred

JOB FAMILY:

HR Operations

DIVISION:

CHR Corporate Human Resources

LOCATION:

United States > Abbott Park : AP52 Floor-1

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)

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

Abbott is about the power of health. For more than 125 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 150 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health.

The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges.

We invite you to explore opportunities at Abbott , to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce.

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