Customer Experience Representative III
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
Qualifications :
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.
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 ofthis posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic locationand 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 Companys soleand absolute discretion unless and until paid and may be modified at the Companys 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.
US & Puerto Rico only - to learn more visit & Puerto Rico applicants seeking a reasonable accommodation click here to learn more:
No
Employment Type :
Full-time
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
AbbVie is a global biopharmaceutical company focused on creating medicines and solutions that put impact first for patients, communities, and our world. We aim to address complex health issues and enhance people's lives through our core therapeutic areas: immunology, oncology, neuro ... View more
