Customer Experience Representative/Inside Sales Representative
AbbVie · Austin, Texas, United States · hybrid
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.
*We are hiring for CXR I, CXR II and Inside Sales Representative. Please see additional requirements listed below*
Customer Experience Representatives (CXR) support the Aesthetics and Consumables department. As a CXR, you will receive calls from Health Care Providers, internal sales, and administrative personnel to place orders 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 processing 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.
Responsibilities:
- Manage 50-100 call interactions per day including inbound and outbound calls. Examples of interactions include, product orders and updates, 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
Customer Support Specialist II
We are in search of a dependable customer service specialist who excels in a collaborative work setting. Our ideal candidate should have a positive outlook and a firm commitment to providing top-notch customer service to both Abbvie customers and sales representatives. This position requires innovative thinking and teamwork with other customer operations professionals to develop innovative solutions for customer issues. Representatives are responsible for email order processing and resolution of issues that may prevent orders from shipping. If you are enthusiastic about joining our dynamic and success-oriented team, we encourage you to submit your resume. Let's discuss how your skills can add value to our team and explore the Abbvie growth opportunities available to you.
Responsibilities:
•Address customer inquiries, requests, and issues promptly and professionally.
•Investigate and follow up on customer requests and complaints, triaging emails and resolving issues in a timely manner, processing returns, credits, and rebills as appropriate.
•Provide accurate and high-quality answers to customer questions, adhering to company policy and guidelines.
•Deliver exceptional customer service in a courteous and professional manner.
•Manage the order inbox and manage orders received through various channels.
•Work effectively both independently and collaboratively within a team.
•Listen attentively to customer needs and questions, responding appropriately.
•Responsible for managing open orders daily and ensuring timely shipment of orders.
•Ability to use critical thinking skills to resolve customer issues and needs effectively.
Inside Sales Representative
Our team is searching for high energy, self-motivated, dynamic individuals wishing to join a team environment that values individual achievement in a quota driven/incentivized role. Candidates must be able to work in a fast-paced environment with a continued focus on utilizing phone and other channels to create, nurture, and expand relationships with healthcare professionals to achieve brand objectives.
Successful candidates will possess strong verbal communication skills, be highly organized, flexible, self-starter and can articulate value on a consistent basis to foster growth of an expanding customer base by creating positive customer interactions and lasting relationships.
Responsibilities:
- Ability to use inside sales techniques to ensure positive results to a highly targeted, assigned list of healthcare professionals.
- Ability to apply account management skills such as call planning, customer education, reporting and follow-up to maximize territory performance potential.
- Comfortable establishing a commanding and engaging phone presence with an ability to build rapport and engage in clinical/promotional conversations to maintain productive business relationships.
- Manage daily sales call activity to optimize time and maximize the achievement of sales and market share objectives.
- Profile and manage targeted list of healthcare professionals and provide value-added benefits to grow product volume.
- Maintain the required product expertise including competitive product knowledge.
- Demonstrate thorough knowledge of products and ensure clear, concise and accurate communication of product information with target audiences using proper medical terminology.
- Successfully complete product training (self-study, testing, field work and classroom training or virtually) and meet training expectations.
- Demonstrate effectiveness working independently and in a team environment.
- Introduce, establish, grow relationships, and retain an expanding group of healthcare professionals from all levels – including office staff, Medical Assistants, nurses, and doctors.
- Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)
Customer Experience Representatives:
Responsibilities:
- Manage 50-100 call interactions per day including inbound and outbound calls. Examples of interactions include, product orders and updates, 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
Requirements:
- 1+ 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.
- 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.
- Medical Device or Pharmaceutical experience strongly preferred.
Customer Support Specialist II:
Responsibilities:
•Address customer inquiries, requests, and issues promptly and professionally.
•Investigate and follow up on customer requests and complaints, triaging emails and resolving issues in a timely manner, processing returns, credits, and rebills as appropriate.
•Provide accurate and high-quality answers to customer questions, adhering to company policy and guidelines.
•Deliver exceptional customer s