Customer Experience Representative - Allē Support
About The Position
Allē Customer Experience Representatives (CXR) serve as first-line representatives responsible for handling inbound call, chat and email inquiries and act as subject matter experts regarding Allergan Aesthetics’ premier consumer loyalty program. Representatives are responsible to assist patients, health care providers and their staff, internal sales representatives and AbbVie Employees with navigating all aspects of the Allē Program. Under general supervision, Customer Experience Representatives handle customer requests in a timely, accurate and professional manner. Allē CXR’s foster the growth of a strong customer base through creating positive interactions and building strong relationships.
Requirements
- 1-2 years of professional customer service experience, preferably in a Contact Center environment.
- Ability to learn and adapt to new technologies and changing processes, while always looking for ways to understand more.
- Strong attention to detail, multitasking abilities, and well-organized.
- Exceptional time management skills to serve a diverse customer base efficiently.
- Excellent communication and relationship building skills.
- Experience working with Microsoft Office and Google Suite.
Nice To Haves
- Experience with SAP, Salesforce, or other CRM platforms.
- Familiarity with NICE inContact for Phone, Email, Chat, and SMS support.
- Experience in Medical Devices, Pharmaceutical market or related fields.
Responsibilities
- Provide excellent service through phone, chat and email.
- Help customers with program eligibility and registration, program rules, website and mobile app navigation, password resets, general product information, and redeeming rewards.
- Develop and maintain an in-depth knowledge of Allē and proactively highlight the benefits of promotions, program perks, and platform features for patients and practices.
- Resolve technical issues and questions, acting as a liaison between the customer and our Technical Product Support (Tier 2) team.
- Keep detailed records of interactions, inquiries, complaints, comments, and actions taken.
- Work with cross-functional teams to address customer issues and enhance the customer experience.
- Maintain strong adherence to service level, quality and customer satisfaction metrics.
Benefits
- paid time off (vacation, holidays, sick)
- medical/dental/vision insurance
- 401(k)
- short-term incentive programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
