Customer Experience Representative III

Company Description

About Allergan Aesthetics

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

We are looking for a dynamic Aesthetic Agent with a hunger to learn more about Allergan’s portfolio of operations. If you believe that you can provide white-glove personalized service, we would be very interested in receiving your resume. Let’s discuss what you can bring to the Strategic Account team as a Customer Experience Representative III.

YOU ARE…

• A Self Starter  – You are well established in your role and understand the different Allergan Operational departments in which Corporate and Strategic Accounts function. You receive direct inquiries from Customers, Sales Directors, and other Strategic Accounts specialists related to Allergan’s online platforms such as Brilliant Distinctions, Allergan Partner Privileges, Allergan Direct, Allergan One, Find a Doctor, etc.
• A Critical Thinker – You make independent decisions, think critically, and provide a white glove service, in line with Allergan best practices, You are responsible for maintaining the quality of processes and recording a case for each inquiry. In addition to servicing direct inquiries, you also manage offline projects, update leadership, and attend strategic meetings in developing a more customer-centric system.

YOU WILL:

• Be a trusted and expert partner.  Maintain confidential information and understanding of Strategic and Corporate accounts, business members, and comprehension of standard operation procedures.
• Service Inquiries.  Including, but not limited to: account provisioning, site navigation questions, account migration issues, coupon creation, member inquiries, account maintenance, registration, and promotion detailing.
• Build Bridges.  Partner with Sales Reps, Sales Directors, Business Technology, and key stakeholders to provide superior customer experience. You will build strong cross functional knowledge and understanding of process impacts.
• Work with Escalations.  Handle escalated cases and resolve / determine if any additional information is needed directing the appropriate individuals within the organization.
• Coach/mentor and consult . Act as the subject matter expert to train and coach as needed while proactively identifying areas of opportunity and present to leadership. Host webinars to coach and educate both established and emerging accounts.
• Report and Analyze : ensure Strategic Account customers are informed of account activity and proactively contract customers to ensure all matters of AGN Web Services are running at efficiency. Utilizing reports to monitor, track, and ensure completion of work.

Qualifications

At least two (2) years of business experience within the Customer Service function, experience within Medical Device or Pharmaceuticals preferred.

• Successful experience working with MS Office, SAP or ERP experience preferred
• Experience with continuous improvement projects preferred.
• HS Diploma required, Associates or Bachelors Degree preferred.

LEADERSHIP SKILLS:

For this role, we’re looking for a leader who is:

• Excellence Focused
• Optimistic
• Inquisitive

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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