AbbVie's mission is to discover and deliver innovative medicines and solutions 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, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Response and Resolution (R&R) Customer Experience Representatives (CXR) that support the Facial Aesthetics (FA) department receive complex/escalated calls or initial complaint inquiries from Health Care Providers, internal sales personal, and administrative personnel for the Allergan Aesthetics business.  

R&R CXRs serve as first-line representatives responsible for handling inbound/outbound complex/escalated inquiries and initial complaints in a timely and professional manner. As well as collaborating with FA leadership as needed to address all escalated customer matters. R&R CXRs are also responsible for assisting and mentoring FA CXRs with customer de-escalation and questions. Additionally, they should maintain all department knowledge to serve as subject matter experts. Secondary responsibilities will include processing orders and resolution of issues that may prevent orders from being processed via inbound phone interactions. R&R CXRs foster the growth of a strong customer base through creating positive interactions and building strong relationships.

Responsibilities:

• Handle 15-20 case interactions per day including complaint inquiries and complex/escalated requests submitted to the FA escalation email inbox. Examples of interactions in the inbox include review of return requests that maybe in or out of terms and conditions, provide coaching and direction on complex inquiries, and support all other miscellaneous inquiries received.
• Ability to use critical thinking skills to resolve inquiries to meet service levels.
• Ability to de-escalate, maintain composure, provide solutions based on company policies and processes via phone interactions and written communications with internal and external customers.
• Be a subject matter expert of our products, services, and processes.
• Manage up to 20-25 call interactions per day including inbound and outbound calls. Examples of interactions include product orders and updates, status of deliveries, and resolving call inquiries, and process returns/replacements inquiries.
• Partner with sales and other operational departments to provide exceptional customer service within designated service levels to complete order transactions and other informational call or case follow up.
• Deliver an excellent customer experience, while acting in a professional and courteous manner.

Requirements:

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

• 2-4 years of Customer Service experience, preferably in a Contact Center environment.
• Experience working with MS Office.
• Attention to detail and strong focus on multitasking.
• Proficient oral and written communication skills. Active listener.
• 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.
• Training or experience with de-escalation tactics
• Medical Device or Pharmaceutical experience strongly preferred.

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 ofthis 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 anybonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's soleand 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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