Customer Experience Representative I & II

AbbVie • Austin, TX

5d • Hybrid

About The Position

Customer Experience Representatives support Allergan Aesthetics’ Aesthetics and Consumables department. They receive calls from health care providers, internal sales, and administrative personnel to place orders, answer inquiries, process transactions, and resolve issues that may prevent orders from shipping. Under general supervision, representatives process internal and external customer requests in a timely, accurate, and professional manner, helping foster a strong customer base through positive interactions and relationship-building.

The posting also describes a Customer Support Specialist II role focused on email order processing and customer operations. This position addresses customer inquiries and complaints, manages orders received through various channels and open orders, and works independently and collaboratively to resolve customer issues and support timely shipments. The posting states that hiring is for CXR I, CXR II, and Inside Sales Representative, but provides role-specific qualifications and duties for Customer Experience Representatives and Customer Support Specialist II.

Requirements

• For Customer Experience Representative: 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 with equivalent relevant experience.
• For Customer Support Specialist II: 2–4 years of customer service experience.
• Experience working in a team-oriented, collaborative environment.
• Proficiency in MS Office Suite.
• For Customer Support Specialist II, a high school diploma is required; a bachelor's degree is preferred.
• Goal-oriented, with a positive and curious outlook.
• Exceptional attention to detail and ability to handle multiple tasks and meet deadlines.
• Excellent written and oral communication skills.
• Strong organizational skills and ability to prioritize effectively.
• Problem-solving ability and sound decision-making.

Nice To Haves

• SAP, CRM, Salesforce, or business systems experience.
• Medical device or pharmaceutical experience.
• For Customer Support Specialist II, preferred experience with Salesforce and SAP.
• For Customer Support Specialist II, a bachelor's degree.

Responsibilities

• Manage 50–100 inbound and outbound call interactions per day, including product orders and updates, delivery-status inquiries, and other customer questions.
• Use critical thinking to resolve inquiries and customer issues while meeting service levels.
• Partner with sales and operational departments to complete order transactions and follow up on informational calls.
• Provide courteous, professional service and deliver a positive customer experience.
• 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 in accordance with company policies and guidelines.
• Manage the order inbox and orders received through various channels.
• Work effectively both independently and collaboratively with a team.
• Listen attentively to customer needs and respond appropriately.
• Manage open orders daily and help ensure timely shipment.

Benefits

• Paid time off, including vacation, holidays, and sick time.
• Medical, dental, and vision insurance for eligible employees.
• 401(k) for eligible employees.
• Eligibility to participate in short-term incentive programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED