Customer Service Rep III, Allergan Aesthetics, Austin, TX
About The Position
At Allergan Aesthetics, an AbbVie company, the Customer Service Rep III (R&R CXR) serves as a first-line representative for inbound and outbound complex or escalated inquiries and initial complaints. The role handles customer matters in a timely, professional manner and collaborates with FA leadership as needed. It also assists and mentors FA CXRs with customer de-escalation and questions, while maintaining department knowledge as a subject matter expert. Secondary responsibilities include processing orders and resolving issues that may prevent orders from being processed through inbound phone interactions. The position helps grow a strong customer base by creating positive interactions and building relationships. The role manages approximately 15–20 case interactions and up to 20–25 call interactions per day. Cases may include return requests, coaching on complex inquiries, and other inquiries submitted to the FA escalation email inbox. Calls may involve product orders and updates, delivery status, call inquiries, and return or replacement requests. The representative partners with sales and operational departments to complete order transactions and provide follow-up within designated service levels. The position is based in Austin, Texas, and does not require travel.
Requirements
- 2–4 years of customer service experience, preferably in a contact center environment.
- Experience working with MS Office.
- Attention to detail and a strong ability to multitask.
- Proficient oral and written communication skills and active listening skills.
- Associate degree, or a high school diploma and equivalent relevant experience.
Nice To Haves
- Experience with SAP, CRM, Salesforce, or business systems.
- Training or experience with de-escalation tactics.
- Medical device or pharmaceutical experience.
Responsibilities
- Handle 15–20 daily case interactions, including complaint inquiries and complex or escalated requests submitted to the FA escalation email inbox.
- Review return requests, provide coaching and direction on complex inquiries, and respond to other miscellaneous inquiries.
- Use critical thinking to resolve inquiries and meet service levels.
- De-escalate customer interactions, maintain composure, and provide solutions based on company policies and processes through phone and written communications.
- Maintain subject-matter expertise in products, services, and processes.
- Manage up to 20–25 inbound and outbound call interactions per day, including product orders and updates, delivery status, inquiries, and return or replacement requests.
- Partner with sales and operational departments to provide customer service within designated service levels and complete order transactions and follow-up.
- Deliver an excellent customer experience in a professional and courteous manner.
- Assist and mentor FA CXRs with customer de-escalation and questions.
- Contribute positively to team deliverables and priorities, build strong relationships, adapt quickly, raise standards, and support an open learning environment.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
