Customer Service Lead, Preventive Maintenance

Overview Location: Lake Mary, FL. The position is in Abbott’s Heart Failure Division and is for a Customer Service Lead responsible for providing efficient and effective service to customers and clients and maintaining customer/client data in our office system. Responsibilities Coordinate and schedule preventative maintenance appointments to ensure timely service completion. Maintain daily coverage of emails, voicemails, and operational dashboards to support seamless workflow. Resolve customer escalations efficiently and document outcomes for tracking and quality assurance. Manage a high volume of inbound and outbound calls while maintaining service quality standards. Demonstrate strong attention to detail in all aspects of task execution and documentation. Communicate with stakeholders to validate and review equipment service reports. Represent Acelis Connected Health (ACH) to internal and external customers and clients to assure a high level of customer satisfaction. Maintain customer/client information in accordance with HIPAA, PHI and regulatory requirements. Follow up on patient appointment confirmations and maintain thorough and accurate records of work performed. Maintain knowledge of and adhere to processes, policies and procedures; escalate issues as necessary for guidance. Follow all regulatory policies and procedures, privacy and security standards in accordance with Government agencies to include HIPAA requirements. Maintain customer files in accordance with department policy. Perform direct verbal and written communication with customers; independently resolve customer issues with other departments. Takes initiative to develop, resolve and implement process improvements that enhance the organization’s capability to deliver timely and effective customer service; train other team members and apply knowledge to help others understand process improvements. Provide coaching and feedback to team members based on audit results to improve performance. Conduct new hire training and educate team members on updated processes and procedures. Review dashboard and Power BI reports. Required Qualifications High school diploma. Minimum of 3 years experience in a customer service role. Preferred Qualifications Basic computer and clerical skills. Flexibility and the ability to work independently and within a multidisciplinary team. Ability to communicate effectively (verbal and written) with team members, clients, caregivers, clinicians and referral sources. Strong attention to detail in a high volume environment. Good planning and organizational skills, including ability to meet deadlines. Problem resolution and follow-up skills. Ability to multi-task and work in a fast-paced environment. Ability to operate a computer and use the operational software used by the office along with Microsoft Office and multiple applicable software systems. #J-18808-Ljbffr Abbott Laboratories