Title: Customer Service II - Bilingual

Location: Abbott Park, Illinois

Duration: 4 Months

100% Onsite

Summary

The Customer Service Specialist is responsible for delivering an exceptional customer experience by collaborating with internal teams, anticipating customer needs, and driving issues to resolution with care, compassion, and professionalism. The role requires taking full ownership of customer inquiries while maintaining composure in challenging situations.

The incumbent must ensure a seamless customer experience across both online and offline channels through attentive communication, patience, accuracy, and the ability to listen compassionately and interpret customer requests effectively.

This role requires managing high volumes of requests across multiple communication channels while providing consistent, knowledgeable, and trusted customer service. The specialist will also collaborate with HR colleagues globally to translate solutions clearly and enhance the overall customer experience.

Key Responsibilities

Customer Support

• Respond to customer inquiries with timely, accurate, and professional communication.
• Provide support through multiple channels including phone calls, chats, emails, and case management systems.
• Manage and prioritize work across static channels (case management systems, outbound calls, emails) and dynamic channels (inbound calls, chats, emails).
• Deliver a consistent, high-quality customer experience across all interactions.

Issue Resolution

• Collaborate with HR service center team members and global HR teams to resolve customer issues effectively.
• Drive cases to resolution with an appropriate sense of urgency.
• Utilize available tools, knowledge bases, and internal resources to solve requests efficiently.

Customer Relationship Management

• Identify at-risk or distressed customers and take corrective action with empathy and professionalism.
• Escalate issues appropriately when required.
• Maintain a calm and professional demeanor during difficult interactions.

Continuous Improvement

• Capture and analyze customer feedback to improve service delivery.
• Identify barriers to effective customer service and recommend process improvements.
• Encourage improvements in team behaviors and service quality.

Performance and Compliance

• Meet or exceed schedule adherence and reliability standards.
• Maintain high productivity while ensuring accuracy and quality of service.

Complexity of Work

The role handles moderately complex customer inquiries and HR transactions, including:

• Cost center changes
• Customer contract inquiries
• Mass transaction intake
• Reporting relationship changes
• Organizational chart clean-up
• Supervisory organization restructuring
• Complex job changes
• Local country HR program and process inquiries

Communication Channels

Customer support is delivered through all intake channels, including:

• Phone calls
• Live chat
• Email support
• Case management systems
• Scheduled customer appointments

Qualifications

Education

• Bachelor’s degree preferred
• Degree in business or related field preferred
• Fresh graduates may be considered if they possess a degree

Experience

• Prior customer service or HR support experience preferred
• Experience with Workday or Zendesk is a plus

Technical Skills

• Proficiency in Microsoft Office (especially Excel)
• Experience with Workday or other HR systems of record
• Familiarity with Salesforce or other CRM platforms

Language Skills

• Fluency in English required
• Spanish fluency preferred
• Strong written, verbal, and telephone communication skills

Work Flexibility

• Ability to work flexible schedules and shifts
• Willingness to work seasonal overtime based on business needs

Required Skills and Competencies

Customer Service Excellence

• Strong customer-focused mindset
• Ability to communicate professionally, clearly, and compassionately

Multitasking & Organization

• Ability to handle multiple communication channels simultaneously
• Strong time management and prioritization skills

Technology & Systems

• Comfortable working with multiple technology platforms
• Ability to quickly learn and navigate HR and CRM systems

Collaboration

• Ability to build strong relationships with internal teams and global stakeholders
• Strong teamwork and cross-functional collaboration skills

Process Knowledge

• Good understanding of HR processes and programs
• Ability to identify continuous improvement opportunities

Consultants Eligible Benefits Upon Waiting Period:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account (for High-Deductible Health Plans)
• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
• Supplemental Life Insurance
• Short Term Disability (coverage varies by state)
• Long Term Disability
• Critical Illness, Hospital coverage, Accident Insurance
• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
• 401(k)

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, nutritional and branded generic medicines.

Working together, Abbott and Talent Solutions partner to deliver top talent for contingent roles at Abbott, building better and healthier lives. Abbott believes all employees are essential to creating life-changing breakthroughs, performing key duties to create life-changing breakthroughs.