Customer Service Rep II

Job Description

Job Description

Company Description

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 https : / / global.allerganaesthetics.com / . Follow Allergan Aesthetics on LinkedIn.

Job Description

Allē Customer Experience Representatives (CXR) serve as first-line representatives responsible for handling inbound call and email inquiries and acting as subject matter experts regarding Allergan Aesthetics’ premier consumer loyalty program and technology platform.

Representatives are responsible to assist patients, health care providers and their staff, and internal sales representatives with navigating the website and mobile application, eligibility and registration, program rules, password resets, consumer promotions and redeeming rewards, as well as managing accounts and promoting adoption of new SAAS products.

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 and email.
• Customer Assistance : Help customers with website and mobile app navigation, eligibility and registration, program rules, password resets, consumer promotions, and redeeming rewards.
• Promotion and Education : Develop and maintain an in-depth knowledge of Allē for Business suite of products. Proactively highlight the benefits program perks and platform features for practices or patients.
• Technical Onboarding : Promote and educate customers on new software solutions, ensuring successful adoption of our SaaS platform.
• 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.

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 is open to suggestions.

Qualifications

Requirements :

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

• Experience : 2-3 years of professional customer service experience, preferably in customer success or software support (SaaS 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 interpersonal skills to advocate for customer needs with multiple teams.
• Technical Skills : Experience working with Microsoft Office and Google Suite.

Preferred Skills / Qualifications :

The ideal candidate will have these preferred but not mandatory skills :

• CRM Experience : Experience with SAP, Salesforce, or other CRM platforms.
• Technical Support Tools : Familiarity with NICE inContact for Phone, Email, Chat, and SMS support. Familiarity with HTML, CSS, or JavaScript language.
• Industry Experience : Experience in Medical Devices or Pharmaceuticals.
• Onboarding Experience : Experience in user onboarding, managing accounts, and educating users on software platforms.

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, serving our community and embracing diversity and inclusion.

It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because 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, status as a protected veteran, or any other legally protected group status.

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 :

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