Customer Experience Representative - Allē Support

Company Description

About AbbVie

At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit Follow Allergan Aesthetics on LinkedIn.

Job Description

Allē Customer Experience Representatives (CXR) serve as first-line representatives responsible for handling inbound call, chat and email inquiries and act as subject matter experts regarding Allergan Aesthetics’ premier consumer loyalty program. Representatives are responsible to assist patients, health care providers and their staff, internal sales representatives and AbbVie Employees with navigating all aspects of the Allē Program. Under general supervision, Customer Experience Representatives handle customer requests in a timely, accurate and professional manner. Allē CXR’s foster the growth of a strong customer base through creating positive interactions and building strong relationships.

Responsibilities:

• Multi-Channel Support : Provide excellent service through phone, chat and email.
• Customer Assistance : Help customers with program eligibility and registration, program rules, website and mobile app navigation, password resets, general product information, and redeeming rewards.
• Promotion and Education : Develop and maintain an in-depth knowledge of Allē and proactively highlight the benefits of promotions, program perks, and platform features for patients and practices.
• Troubleshooting : Resolve technical issues and questions, acting as a liaison between the customer and our Technical Product Support (Tier 2) team.
• Documentation : Keep detailed records of interactions, inquiries, complaints, comments, and actions taken.
• Collaboration : Work with cross-functional teams to address customer issues and enhance the customer experience.
• Metrics Adherence : Maintain strong adherence to service level, quality and customer satisfaction metrics.

Qualifications

Requirements:

To be considered for this position, candidates must meet the following minimum requirements:

• Experience : 1-2 years of professional customer service experience, preferably in a Contact Center environment.
• Adaptability : Ability to learn and adapt to new technologies and changing processes, while always looking for ways to understand more.
• Attention to Detail : Strong attention to detail, multitasking abilities, and well-organized.
• Time Management : Exceptional time management skills to serve a diverse customer base efficiently.
• Communication Skills : Excellent communication and relationship building skills.
• Technical Skills : Experience working with Microsoft Office and Google Suite.

Preferred Skills/Qualifications:

• CRM Experience : Experience with SAP, Salesforce, or other CRM platforms.
• Technical Support Tools : Familiarity with NICE inContact for Phone, Email, Chat, and SMS support.
• Industry Experience : Experience in Medical Devices, Pharmaceutical market or related fields.

Education:

• Associate Degree OR High School Diploma and equivalent relevant experience.

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.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled.

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