Web Services Customer Experience Rep II

Company Description

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 Follow Allergan Aesthetics on LinkedIn.

Job Description

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.

Qualifications

The following requirements must be met at a minimum level to be considered for the job:

• Demonstrate the ability and skill to meet and maintain all goals
• Experience working with Microsoft Office Suite
• Attention to detail
• Ability to adapt to changing processes
• Multi-tasking and organizational skills

Education

• High school diploma

Preferred Skills/Qualifications

The following skills are not mandatory but are strongly desired in the ideal candidate:

• Medical device or pharmaceutical experience strongly preferred
• Experience supporting field sales
• Familiarity with:
  • Microsoft 365
  • SAP
  • VPN
  • MFA
  • CRM systems
  • Device management tools
  • Salesforce
• Associate or bachelor’s degree

Additional Information

​Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future. ​
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​
• This job is eligible to participate in our short-term incentive programs. ​

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. 

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