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Customer Experience Representative I

Company: AbbVie, Inc
Location: Austin
Posted on: May 3, 2021

Job Description:

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, women's health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Customer Experience Representatives (CXR) that support the Aesthetic, Consumables and Therapeutic (ACT) department receive calls from Health Care Providers, internal sales personal, and administrative personnel to place orders for Allergan Aesthetics and Botox Therapeutic businesses.

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.

Qualifications - External

Requirements:

The following listed requirements need to be met at a minimum level to be considered for the position:

* 1-2 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.

Education

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

Significant Work Activities

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

Travel

No

Job Type

Experienced

Schedule

Full-time

Job Level Code

IC

Equal Employment Opportunity

At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.

Keywords: AbbVie, Inc, Austin , Customer Experience Representative I, Other , Austin, Texas

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