Customer Service Representative

Abbott • Lake Forest, CA

3d • Onsite

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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 navigate Abbott offerings and processes successfully.
• Research customer requests, identify appropriate solutions, and coordinate follow-up actions to resolve issues.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level