Response And Resolution Customer Experience Representative
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. 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: 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: SAP, CRM, Salesforce, or Business Systems experience preferred. Training or experience with de-escalation tactics Medical Device or Pharmaceutical experience strongly preferred. 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. 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
abbvie.com/join-us/equal-employment-opportunity-employer.html US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
abbvie.com/join-us/reasonable-accommodations.html We have recently become aware of various recruitment phishing scams targeting job seekers. Please be advised: AbbVie will never request sensitive personal information (such as bank account details, social security numbers, or payment of any kind) during the recruitment process. If you suspect you have received a fraudulent offer or communication claiming to be from AbbVie, please do not respond, open any attachments, or click on any hyperlinks. If you have any questions or concerns regarding the authenticity of a communication alleged to have been made by or on behalf of AbbVie, please
contact us
immediately. Protect yourself by verifying job offers and communications. Your safety is important to us. Role is primarily site- or office-based but can occasionally be performed remotely. Employees who are site/office-based and can occasionally perform their role virtually work both in the office and remotely*, following the policies and regulations in place at their location. US Employees must be in the office on Tuesday, Wednesday, and Thursday with flexibility to work remotely on Mondays and Fridays. Three days in the office is the minimum; some individuals or teams may require more in-office days due to meetings, business/project needs or their role.
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. 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: 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: SAP, CRM, Salesforce, or Business Systems experience preferred. Training or experience with de-escalation tactics Medical Device or Pharmaceutical experience strongly preferred. 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. 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
abbvie.com/join-us/equal-employment-opportunity-employer.html US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
abbvie.com/join-us/reasonable-accommodations.html We have recently become aware of various recruitment phishing scams targeting job seekers. Please be advised: AbbVie will never request sensitive personal information (such as bank account details, social security numbers, or payment of any kind) during the recruitment process. If you suspect you have received a fraudulent offer or communication claiming to be from AbbVie, please do not respond, open any attachments, or click on any hyperlinks. If you have any questions or concerns regarding the authenticity of a communication alleged to have been made by or on behalf of AbbVie, please
contact us
immediately. Protect yourself by verifying job offers and communications. Your safety is important to us. Role is primarily site- or office-based but can occasionally be performed remotely. Employees who are site/office-based and can occasionally perform their role virtually work both in the office and remotely*, following the policies and regulations in place at their location. US Employees must be in the office on Tuesday, Wednesday, and Thursday with flexibility to work remotely on Mondays and Fridays. Three days in the office is the minimum; some individuals or teams may require more in-office days due to meetings, business/project needs or their role.