Customer Service II - Bilingual

Our Abbott Park, Illinois location currently has an opportunity for a Customer Service II - Bilingual. This role will support the HR Service Center Team in providing human resources support to Abbott team members. This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations. 

Title: Customer Service II - Bilingual

Location: Abbott Park, Illinois

Duration: 3 Months

100% Onsite

Responsibilities:  

• Solve customer inquiries with timely, accurate, and professional replies while managing multiple contact channels and continually prioritizing among static (case management, outbound calls, and emails) and dynamic (inbound calls, chats, emails) work.
• Partner with other HR service center team members or HR groups around the world to drive to resolution.
• Work with a sense of urgency appropriate for conditions.
• Identify at-risk/in distress customer relationships and initiate corrective action with compassion through attentiveness to human need and utilizing available tools and resources and timely escalation.
• Identify and capture customer feedback and leverage opportunities to encourage and drive improvements in team behaviors.
• Identify "Roadblocks" to quality customer service and recommend improvements.
• Meet or exceed standards for both schedule adherence and reliability.

Key Success Factors:

• Strong organizational skills and handling multiple channels (phone calls, chats, emails, appointments) of incoming workload.
• The use of an extensive set of technology applications and a broad knowledge base of HR processes and programs.
• Strong relationships with peers and other HR groups; ability to navigate numerous stakeholders and complex organizations with a constant focus on collaboration.
• Strong knowledge of HR programs and processes to identify continuous improvement opportunities. 

Qualifications:

• Bachelor’s degree preferred but not required. • Software knowledge a plus: Microsoft Office Programs, especially Excel, Workday (or other system of record experience highly preferred), Salesforce (or other CRM experience highly preferred).
• Bilingual in English and Spanish required.
• Excellent telephone, written and verbal communications skills in [required languages] necessary.
• Selected candidates must be able to work flexible work schedule and able to shift as per work demands. (* US only - mandatory overtime is required seasonally)  

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.