ABBOTT LABORATORIES Associate, HR Service Center Salary in the United States

Job Responsibilities:

• 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.

Core Job Duties:

Responsible for compliance with applicable Corporate and Divisional Policies and procedures.

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

Minimum Education

• 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.

Minimum Experience / Training Required

• 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.