Customer Experience Representative/Inside Sales Representative

AbbVie•Austin, TX

6d•Hybrid

About The Position

Allergan Aesthetics, an AbbVie company, is hiring for Customer Experience Representative I, Customer Experience Representative II (also described as Customer Support Specialist II), and Inside Sales Representative roles supporting its aesthetics and consumables business. Customer Experience Representatives support healthcare providers, internal sales, and administrative personnel. They handle inbound and outbound inquiries, process orders, resolve issues that may prevent shipments, and provide timely, accurate, professional service. The Customer Support Specialist II role focuses on email and other-channel order processing, customer inquiries and complaints, returns, credits, rebills, and open-order management. The Inside Sales Representative role uses phone and other channels to build and maintain relationships with targeted healthcare professionals and achieve brand, sales, and market-share objectives. The roles emphasize customer service, collaboration, accurate communication, and building lasting customer relationships. The posting describes a hybrid remote work location in Austin, Texas. The position is eligible for short-term incentive programs. The company offers eligible employees paid time off, medical, dental, and vision insurance, and a 401(k).

Requirements

For Customer Experience Representative roles: at least 1 year of customer service experience; contact-center experience is preferred.
For Customer Experience Representative roles: experience with Microsoft Office.
For Customer Experience Representative roles: attention to detail and ability to multitask.
For Customer Experience Representative roles: effective communication skills.
For Customer Experience Representative roles: an associate degree, or a high school diploma and equivalent relevant experience.
For Customer Support Specialist II: 2–4 years of customer service experience.
For Customer Support Specialist II: experience working in a team-oriented, collaborative environment.
For Customer Support Specialist II: proficiency in Microsoft Office Suite.
For Customer Support Specialist II: high school diploma.
For Customer Support Specialist II: strong written and oral communication, organizational, prioritization, problem-solving, and decision-making skills; attention to detail; ability to manage multiple tasks and deadlines; and a positive, goal-oriented outlook.
For Inside Sales Representative: bachelor's degree or equivalent experience.
For Inside Sales Representative: ability to work independently, strong organization, and superior communication skills.
For Inside Sales Representative: experience in an environment with established goals and metrics.
For Inside Sales Representative: ability to use Microsoft Office, Outlook, Word, Excel, and PowerPoint.
For Inside Sales Representative: ability to protect patient privacy and confidentiality under HIPAA.

Nice To Haves

For Customer Experience Representative roles: experience with SAP, CRM, Salesforce, or other business systems.
For Customer Experience Representative roles: medical device or pharmaceutical experience.
For Customer Support Specialist II: experience with Salesforce and SAP.
For Customer Support Specialist II: bachelor's degree.
For Inside Sales Representative: experience in the healthcare industry involving interaction with physicians and office staff.
For Inside Sales Representative: knowledge of medical devices, pharmaceuticals, or a related field.
For Inside Sales Representative: knowledge of Salesforce.

Responsibilities

Handle 50–100 inbound and outbound call interactions per day, including product orders and updates, delivery-status questions, and other inquiries.
Use critical thinking to resolve customer inquiries and issues while meeting service levels.
Partner with sales and operational departments to complete order transactions and provide follow-up information within designated service levels.
Provide an excellent customer experience in a professional, courteous manner.
Address customer inquiries, requests, and issues promptly and professionally.
Investigate and follow up on customer requests and complaints; triage emails and resolve issues in a timely manner.
Process returns, credits, and rebills as appropriate.
Provide accurate, high-quality answers to customer questions in accordance with company policy and guidelines.
Manage the order inbox and orders received through various channels.
Listen to customer needs and questions and respond appropriately.
Manage open orders daily and help ensure timely shipment.
Use inside sales techniques with an assigned list of healthcare professionals to achieve positive results.
Apply account-management skills, including call planning, customer education, reporting, and follow-up, to maximize territory performance.
Build rapport and conduct clinical or promotional conversations to maintain productive business relationships.
Manage daily sales-call activity to optimize time and achieve sales and market-share objectives.
Profile and manage targeted healthcare professionals and provide value-added benefits to grow product volume.
Maintain product expertise, including competitive product knowledge, and communicate product information clearly, accurately, and using appropriate medical terminology.
Complete required product training, including self-study, testing, field work, and classroom or virtual training, and meet training expectations.
Work effectively both independently and as part of a team.
Develop, grow, and retain relationships with healthcare professionals and their office staff, including medical assistants, nurses, and doctors.
Safeguard patient privacy and confidentiality in accordance with HIPAA Privacy and Security Rules.