Customer Service Specialist

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. 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. Act as a liaison between the customer and our IT teams. 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 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 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 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. 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. US & Puerto Rico only - to learn more, visit US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more: Recruitment Fraud Alert AbbVie will never request sensitive personal information (such as bank account details, social security numbers, or payment of any kind) during the recruitment process. If you suspect you have received a fraudulent offer or communication claiming to be from AbbVie, please do not respond, open any attachments, or click on any hyperlinks. If you have any questions or concerns regarding the authenticity of a communication alleged to have been made by or on behalf of AbbVie, please contact us immediately. Protect yourself by verifying job offers and communications. Your safety is important to us. Pay Range: $16 - 29.8 USD Where We Work Role is primarily site- or office-based but can occasionally be performed remotely. Employees who are site/office-based and can occasionally perform their role virtually work both in the office and remotely*, following the policies and regulations in place at their location. US Employees must be in the office on Tuesday, Wednesday, and Thursday with flexibility to work remotely on Mondays and Fridays. Three days in the office is the minimum; some individuals or teams may require more in-office days due to meetings, business/project needs or their role.