Customer Experience Representative I

Job description

Customer Experience Representatives (CXR) that support the Therapeutic department receive calls and emails from Health Care Providers, internal sales personnel, and administrative personnel to place orders for the Botox Therapeutic businesses. CXRs serve as first-line representatives responsible for handling inbound/outbound call and email inquiries, processing transactions, and act as subject matter experts as needed. Representatives are responsible for order processing and resolution of issues that may prevent orders from shipping. Under general supervision, CXRs process internal and external customer requests in a timely, accurate and professional manner. CXRs foster the growth of a strong customer base through creating positive interactions and building strong relationships. Responsibilities: Manage 50-100 call and email interactions per day including inbound and outbound calls and emails. Examples of interactions include product orders and updates, status of deliveries, and resolving call inquiries. Ability to use critical thinking skills to resolve inquiries to meet service levels. Partner with sales and other operational departments to provide exceptional customer service within designated service levels to complete order transactions and other informational call follow up. Deliver an excellent customer experience, while acting in a professional and courteous manner. Requirements: The following listed requirements need to be met at a minimum level to be considered for the position: 2-4 years of Customer Service experience, preferably in a Contact Center environment. Experience working with MS Office. Attention to detail and ability to multitask. Effective communication skills. Associate Degree OR High School Diploma and equivalent relevant experience. Key AbbVie Competencies: Positive “all for one” approach to team deliverables and priorities. Builds strong relationship to enable higher performance. Learns fast, grasps the “essence” and can change course quickly where indicated. Raises the bar and is never satisfied with the status quo. Creates a learning environment and open to suggestions. Qualifications: The below skills are attributes desired in the ideal candidate, however not mandatory. SAP, CRM, Salesforce, or Business Systems experience preferred. Medical Device or Pharmaceutical experience strongly preferred. Education Associate Degree OR High School Diploma and equivalent relevant experience.