Customer Experience Representative - All Support

Company DescriptionAbout AbbVieAt 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 DescriptionAll Customer Experience Representatives (CXR) serve as first-line representatives responsible for handling inbound call, chat and email inquiries and act as subject matter experts regarding Allergan Aesthetics premier consumer loyalty program. Representatives are responsible to assist patients, health care providers and their staff, internal sales representatives and AbbVie Employees with navigating all aspects of the All Program. Under general supervision, Customer Experience Representatives handle customer requests in a timely, accurate and professional manner. All CXRs foster the growth of a strong customer base through creating positive interactions and building strong relationships.ResponsibilitiesMulti-Channel Support: Provide excellent service through phone, chat and email.Customer Assistance: Help customers with program eligibility and registration, program rules, website and mobile app navigation, password resets, general product information, and redeeming rewards.Promotion and Education: Develop and maintain an in-depth knowledge of All and proactively highlight the benefits of promotions, program perks, and platform features for patients and practices.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.QualificationsRequirements:To be considered for this position, candidates must meet the following minimum requirements:Experience: 1-2 years of professional customer service experience, preferably in a Contact Center 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 relationship building skills.Technical Skills: Experience working with Microsoft Office and Google Suite.Preferred Skills/QualificationsCRM Experience: Experience with SAP, Salesforce, or other CRM platforms.Technical Support Tools: Familiarity with NICE inContact for Phone, Email, Chat, and SMS support.Industry Experience: Experience in Medical Devices, Pharmaceutical market or related fields.EducationAssociate DegreeOR High School Diploma and equivalent relevant experience.Additional InformationApplicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at thetimeofthis posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographiclocation,andwemay ultimatelypay more or less than the posted range. This range may be modified in thefuture.We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.This job is eligible to participate in our short-term incentiveprograms.Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.Theamountandavailabilityof anybonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employee remains in the Company'ssoleandabsolutediscretion unless and until paid andmay be modified at the Companys sole and absolute discretion, consistent withapplicable 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.US & Puerto Rico only - to learn more, visithttps://www.abbvie.com/join-us/equal-employment-opportunity-employer.htmlUS & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:https://www.abbvie.com/join-us/reasonable-accommodations.html