Customer Experience Rep II

AbbVie Inc.; Austin (TX); On-site; USD 40,000 - 52,000; Full time

Benefits offered by this job

401(k) plan

Paid time off

Job summary

AbbVie Inc. in Austin is seeking Customer Experience Representatives (CXRII) to support the Facial Aesthetics Samples team.

You will handle inbound/outbound calls, verify sample eligibility, process forms, and ensure accurate order status and timely resolutions. The role emphasizes delivering an exceptional customer experience, collaborating with sales and operations, and maintaining professional relationships with providers and internal stakeholders.

Qualifications

• 2-4 years of customer service experience in a contact center or similar environment.
• Proficient with MS Office and basic computer skills.
• Strong attention to detail and ability to multitask in a fast-paced setting.
• Effective communication skills with internal teams and external customers.

Responsibilities

• Manage 10-20 call interactions per day and process 40-60 cases daily.
• Determine sample eligibility and deliver accurate order status updates.
• Collaborate with sales and operations to ensure smooth order transactions.
• Provide professional customer service and maintain positive provider relationships.

Skills

Customer service experience

Attention to detail

Effective communication

MS Office

Education

Associate Degree

High School Diploma

Tools

SAP

Salesforce

Job description

Company Description

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Job Description

Customer Experience Representatives (CXRII) support the Facial Aesthetics Samples department. As a CXRII, you will receive calls from Health Care Providers, internal sales, and administrative personnel to check sample eligibility and process sample request forms for the Allergan Aesthetics business. CXRs serve as first-line representatives responsible for handling inbound/outbound call inquiries, processing transactions, and act as subject matter experts as needed. Representatives are responsible for order status, sample eligibility 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.

Main Area of Responsibilities:

• Manage 10-20 call interactions per day including inbound and outbound calls. Process 40-60 cases per day. Examples of interactions include, sample eligibility, 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.

Qualifications

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

• 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.

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, Salesforce, or Business Systems experience preferred.


• Medical Device or Pharmaceutical experience strongly preferred.

Education:

• Associate Degree OR High School Diploma and equivalent relevant experience.

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 employer 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.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more: https://www.abbvie.com/join-us/reasonable-accommodations.html