AbbVie · Austin
Customer SupportFull-time
About AbbVie
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.
Customer Experience Representative I - CX Loyalty, Web Services
Provides world-class service to physicians, nurses, administrative personnel, and field sales representatives regarding questions related to Allergan’s aesthetic websites. Handles calls involving minor troubleshooting, site navigation, and account migration to Allergan’s brand portal and eCommerce sites. Allergan Advantage provides single sign-on access to brand loyalty programs, continuing education, online ordering, and bill pay, and Direct. Responsible for provisioning physicians and their staff to use Direct in the capacity they choose. Supports field representatives with onboarding and registration for the eCommerce platform, which enables physicians’ patients to order products through physician websites supported by Allergan. Provides ongoing support for any eCommerce-related questions or issues that may arise for physicians and their staff. Serves as a liaison between customers and IT teams. Must proactively communicate the benefits of each program and help customers maximize the value of all applicable sites.
Main Areas of Responsibilities
Responsible for provisioning doctors and their staff to use Direct.
Representatives assist our field reps with onboarding and registration for our eCommerce platform.
Provide ongoing support for any eCommerce-related questions or issues that may arise for physicians and their staff.
Representatives act as a liaison between the customer and our IT teams.
Representatives must possess the ability to proactively highlight the benefits of each program and optimize the benefits available to the customer regarding all applicable sites.
Serve as the first point of contact for technical support requests from Allergan Aesthetics Sales Representatives.
Provide clear, customer-focused communication to end users regarding issue status, resolution steps, and expected timelines.
Document incidents, troubleshooting steps, and resolutions accurately in the ticketing system.
Escalate complex or unresolved issues to the appropriate technical teams.
Follow standard operating procedures, service-level targets, and security/compliance requirements. Identify recurring issues and contribute to process improvements, knowledge base articles, and self-service content.
The following requirements must be met at a minimum level to be considered for the job:
Education
Preferred Skills/Qualifications
The following skills are not mandatory but are strongly desired in the ideal candidate:
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
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 any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and 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.
US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html