Customer Experience Representative I & II

About the role

Customer Experience Representatives (CXR) support the Aesthetics and Consumables department. As a CXR, you will receive calls from Health Care Providers, internal sales, and administrative personnel to place orders for the Allergan Aesthetics business.

CXRs serve as first-line representatives responsible for handling inbound/outbound call inquiries, processing transactions, and act as subject matter experts as needed. Representatives are responsible for order processing and resolution of issues that may prevent orders from shipping. Under general supervision, CXRs process internal and external customer requests in a timely, accurate and professional manner. CXRs foster the growth of a strong customer base through creating positive interactions and building strong relationships.

Responsibilities

• Manage 50-100 call interactions per day including inbound and outbound calls. Examples of interactions include, product orders and updates, status of deliveries, and resolving call inquiries.
• Ability to use critical thinking skills to resolve inquiries to meet service levels.
• Partner with sales and other operational departments to provide exceptional customer service within designated service levels to complete order transactions and other informational call follow up.
• Deliver an excellent customer experience, while acting in a professional and courteous manner

Customer Support Specialist II

• We are in search of a dependable customer service specialist who excels in a collaborative work setting.
• Our ideal candidate should have a positive outlook and a firm commitment to providing top-notch customer service to both Abbvie customers and sales representatives.
• This position requires innovative thinking and teamwork with other customer operations professionals to develop innovative solutions for customer issues.

• Representatives are responsible for email order processing and resolution of issues that may prevent orders from shipping.
• If you are enthusiastic about joining our dynamic and success-oriented team, we encourage you to submit your resume.
• Let's discuss how your skills can add value to our team and explore the Abbvie growth opportunities available to you.

Responsibilities

• *Address customer inquiries, requests, and issues promptly and professionally.
• *Investigate and follow up on customer requests and complaints, triaging emails and resolving issues in a timely manner, processing returns, credits, and rebills as appropriate.
• *Provide accurate and high-quality answers to customer questions, adhering to company policy and guidelines.
• *Deliver exceptional customer service in a courteous and professional manner.
• *Manage the order inbox and manage orders received through various channels.
• *Work effectively both independently and collaboratively within a team.
• *Listen attentively to customer needs and questions, responding appropriately.
• *Responsible for managing open orders daily and ensuring timely shipment of orders.
• *Ability to use critical thinking skills to resolve customer issues and needs effectively.

Requirements

• 1+ years of Customer Service experience, preferably in a Contact Center environment.
• Experience working with MS Office.
• Attention to detail and ability to multitask.
• Effective communication skills.
• Associate Degree OR High School Diploma and equivalent relevant experience

Key AbbVie Competencies

• Positive "all for one" approach to team deliverables and priorities.
• Builds strong relationship to enable higher performance.
• Learns fast, grasps the "essence" and can change course quickly where indicated.
• Raises the bar and is never satisfied with the status quo.
• Creates a learning environment and open to suggestions.

Qualifications

The below skills are attributes desired in the ideal candidate, however not mandatory.

• SAP, CRM, Salesforce, or Business Systems experience preferred.
• Medical Device or Pharmaceutical experience strongly preferred.

Qualifications

• 2-4 years of Customer Service
• Preferred experience with Salesforce and SAP
• Experience working in a team-oriented, collaborative environment
• Proficiency in MS Office Suite
• High School Diploma (Bachelor's Degree preferred)

Skills and Abilities

• Goal-oriented with a positive and curious outlook.
• Exceptional attention to detail and capability to handle multiple tasks and meet deadlines.
• Excellent written and oral communication skills.
• Exceptional organizational skills and the ability to prioritize effectively.
• Proficient problem solver with the ability to make quality decisions.

Additional Information: Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
• This job is eligible to participate in our short-term incentive programs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company's sole and absolute discretion, consistent with applicable law.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance