Customer Experience Representative II

Requirements

• The below skills are attributes desired in the ideal candidate, however not mandatory.
• SAP, Salesforce, or Business Systems experience preferred.
• Medical Device or Pharmaceutical experience strongly preferred.
• Education:
• Associate Degree OR High School Diploma and equivalent relevant experience.
• Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
• 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.
• 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.
• US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
• US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
• https://www.abbvie.com/join-us/reasonable-accommodations.html

Benefits

Additional Information

Customer Experience Representatives (CXRII) support the Facial Aesthetics Samples department. As a CXRII, you will receive calls from Health Care Providers, internal sales, and administrative personnel to check sample eligibility and process sample request forms 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 status, sample eligibility 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. Must be able to work a shift between the hours of 8am-6pm. Main Area of Responsibilities: Manage 10-20 call interactions per day including inbound and outbound calls. Process 40-60 cases per day. Examples of interactions include, sample eligibility, 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. The following listed requirements need to be met at a minimum level to be considered for the job: 2-4 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. 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.

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