Senior Associate HR Service Center

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, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

WORKING AT ABBOTT

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

THE OPPORTUNITY

Our location in Abbott Park, IL, currently has an opportunity for an Senior Associate, HR Service Center.  

WHAT YOU’LL WORK ON

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.

Incumbent must demonstrate a stellar, seamless customer experience on and offline, coupled with attentive communication skills with a focus on patience, accuracy, and ability to listen compassionately and interpret requests from customers.
 

Incumbent is empowered to solve requests and challenges via exceptional customer service that is consistent, knowledgeable, and trusted.
 

Incumbent must be able to communicate professionally and compassionately with HR colleagues around the world and translate solutions and answers to customers in a way that enhances the customer experience. 
 

Incumbent must be able to handle a high volume of requests with speed and accuracy.
 

Incumbent must continuously strive to anticipate the needs of our customers. 
 

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.
   

COMPLEXITY OF WORK:

More complex queries (cost center changes, intake for mass transactions, reporting relationship changes; org chart clean up; more complex job changes etc.).  Some level of specialization, for example local country HR programs and processes.  

JOB PRIORITIES:

• Favors core Associate responsibilities
• Customer Contracts
• Cost Center Changes
• Intake of mass transactions
• Reporting Relationship changes
• Supervisory Organization Restructuring
• More complex job changes

Required 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).
• Fluency in English is required; other [language(s)] -very