Web Services Customer Experience Rep 1- AA at AbbVie — Austin, TX

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.

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

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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