Teleservice Rep I

About the role

AbbVie's Austin based Virtual Sales is a professional team of virtual sales personnel that supports existing field sales, operational, and marketing initiatives utilizing a set of approved best practices, job aides, and quality metrics to build lasting relationships with Healthcare Practices across the nation.

Our team is searching for high energy, self-motivated, dynamic individuals wishing to join a team environment that values individual achievement. Candidates must be able to work in a fast-paced environment with a continued focus on utilizing phone and other channels to create, nurture, and expand relationships with healthcare professionals to achieve brand objectives.

Successful candidates will possess strong verbal communication skills, be highly organized, flexible, self-starter and can articulate value on a consistent basis to foster growth of an expanding customer base through creating positive customer interactions and lasting relationships.

Core duties include

• Ability to use virtual sales techniques to ensure positive results to a highly targeted, assigned list of healthcare professionals to offer product information, literature, samples, resources, and follow up conversations
• Establish phone presence - commanding and engaging, ability to create rapport, network, build, and maintain productive business relationships
• Engage targeted healthcare professionals in promotional communications in accordance with policies and procedures set by the program
• Verify and complete required data entry including details of the target's responses, notes, and any follow through actions in accordance with policies and procedures, ensuring data integrity
• Manage daily sales call activity to optimize time and maximize the achievement of sales objectives
• Listen and respond appropriately to customer needs and questions, thereby ensuring acceptance of, or agreement with a "call plan" objective
• Maintain the required product expertise including competitive product knowledge
• Successfully complete product training and meet training expectations to service customers within the parameters of the program
• Demonstrate effectiveness working independently and in a team environment
• Meet and exceed established daily and monthly call volume metrics successfully
• Process customer requests related to product samples and literature programs in a timely, accurate, and professional manner
• Display ability to thoroughly answer questions related to process of securing product samples and literature, including mandatory signatures required to execute delivery
• Provide information pertaining to additional sources of information regarding products, such as referral to websites or other appropriate AbbVie resource
• Project a professional company image through all phone interactions and establish ongoing relationships with clients by providing prompt and accurate service
• Display a positive attitude and customer focus, provide timely resolution for all customer issues, concerns, and/or questions using scripted responses
• Effective and timely communication with the Virtual Sales Manager
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)

Qualifications & Requirements

Education and/or experience

• Bachelor's degree or equivalent experience
• The ideal candidate will have a background in direct selling with a proven sales track record
• Sales experience preferred
• The ability to work independently, highly organized and superior communication skills
• Experience in the healthcare industry involving interaction with physicians, patients, etc preferred.

Desired knowledge

• Skills and abilities of clinical techniques and understanding of medical terminology
• Knowledge of medical device, pharmaceutical, or related field
• Skills demonstrating professional phone etiquette
• Ability to use Microsoft Office, Outlook MS Word, Excel, PowerPoint
• Knowledge of Salesforce preferred

Additional skills

• Ability to learn, assimilate information into practice to follow established, mandatory best practices including, but not limited to
• Daily activity, goals, metrics
• Expedient usage of database and other core tools
• Maintaining strict quality control standards and performance monitoring

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.