Position Overview

This position is responsible for providing customer service to providers that work with Exact Sciences, and to our inside sales team. This position works cross functionally with all teams within the Customer Care Center. This position also performs other duties and projects as needed. The Provider Support Specialist may be responsible for unique tasks or special initiatives that align with sales strategies.

Essential Duties include but are not limited to the following:

• Answer incoming phone calls.
• Place outbound calls, as necessary.
• Respond to voicemail and email inquiries.
• Investigate and resolve issues or problems for the sales field, providers, or other internal customers.
• Manage and resolve customer complaints, identify, and escalate high priority issues to management.
• Work as a team to identify process improvements and document new procedures for growth.
• Provide external support to Alternate Channels of our business.
• Maintain current knowledge of changes to sales policies, organizational structure, and territory assignments, as well as communications on sales strategy and initiatives.
• Report to work on time and follows attendance guidelines and schedule adherence practices.
• Work cross-functionally to triage issues for appropriate resolution.
• Support the Clinical Study team for order entry, issue resolution, and process improvement.

Qualifications

Minimum Qualifications

• High School Diploma or General Education Degree (GED).
• 3+ years of customer service experience, preferably in an inbound/outbound contact center in the healthcare industry.
• 3+ years of experience working in a sales or customer service environment specialized in providing an exceptional customer experience.
• Must be 18 years of age or older.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

Preferred Qualifications

• Associates degree in business administration or related field.
• Knowledge of contact center technology.
• Demonstrated strong attention to detail and focus on quality output.
• Demonstrated knowledge of customer service principles and practices.

The base pay for this position is $17.00 – $34.00/hour. In specific locations, the pay range may vary from the range posted.

Additional Information

• JOB FAMILY: Customer Service
• DIVISION: ONCO Cancer Diagnostics
• LOCATION: United States of America : Remote
• WORK SHIFT: Standard
• TRAVEL: No
• MEDICAL SURVEILLANCE: No
• SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf