Customer Service Representative

As a Training Logistics Specialist at Abbott Heart Failure's Acelis Connected Health business, you will play a crucial role in managing new customer accounts, coordinating training logistics, and ensuring efficient customer service operations.

This role is vital in supporting our mission to address some of the world’s greatest healthcare challenges by providing seamless support and high-quality service to customers and trainers.

Key Responsibilities :

• Call Management : Handle inbound and outbound calls; transfer calls to appropriate departments as needed.
• Order Coordination : Create new customer meter orders and dispatch them to the nearest available trainer for in-person training.

Generate supply orders for customers who have already been trained.

• Email Management : Respond to email inquiries received in department mailboxes, ensuring timely and accurate communication.
• Training Coordination : Obtain updates from trainers on outstanding training sessions and provide necessary support to ensure prompt completion.
• Performance Metrics : Meet established performance metrics for quality and operational efficiency.
• Problem Solving : Overcome objections quickly and accurately; make informed decisions while following company procedures.
• Tracking and Reporting : Track productivity and report any opportunities for improvement to management to enhance customer and trainer experience.
• Adaptability : Handle changes in a fast-paced, team environment and assist with special projects as directed by the manager.
• Policy Adherence : Adhere to company policies and procedures, including maintaining a professional dress code.
• Shift Availability : Flexibility to work any shift during operating hours.

Required Qualifications :

• Education : High School diploma or equivalent.
• Data Entry : Strong proficiency in heavy data entry tasks.
• Problem-Solving Skills : Ability to use reasoning and critical thinking to solve problems.
• Multi-Tasking : Demonstrates the ability to multi-task effectively in a dynamic work environment.
• Initiative : Takes initiative on assignments and projects and assumes ownership of results.
• Communication : Strong verbal and written communication skills; demonstrates professionalism and positive interactions with others.
• Customer Service : Exceptional customer service skills, including courtesy, empathy, and flexibility.
• Integrity and Judgment : Demonstrates personal integrity and good judgment in all interactions.
• Technology Proficiency : Able to use multiple computer applications and an ACD telephone system.

Preferred Qualifications :

• Experience : 1-4 years of high-volume call center experience.
• Software Skills : Proficient in Microsoft Office programs (Outlook, Word, Excel) and keyboarding; basic understanding of Learning Management Systems (LMS) such as METRO / LERN.
• Technology Savvy : Proficient in Windows-based applications and internet use.
• Sales Performance : Successfully met or exceeded sales quotas in a performance-based workplace.
3 days ago