Senior Customer Service Specialist - Aesthetics

AbbVie Inc.; Austin (TX); On-site; USD 29,000 - 52,000; Full time

Job summary

AbbVie Inc. in Austin is seeking an experienced R&R CXR to handle inbound and outbound customer inquiries, manage escalations, and mentor junior team members. You will ensure timely resolutions, maintain knowledge of products and processes, and support order processing through the FA inbox and calls.

The role emphasizes customer experience, professionalism, and collaboration with sales and operations to meet service levels. Prior experience in healthcare or pharmaceutical settings is preferred.

Qualifications

• 2-4 years of Customer Service experience, preferably in a Contact Center environment.
• Experience working with MS Office.
• Attention to detail and strong focus on multitasking.
• Proficient oral and written communication skills. Active listener.
• Associate Degree OR High School Diploma and equivalent relevant experience.
• SAP, CRM, Salesforce, or Business Systems experience preferred.
• Training or experience with de-escalation tactics
• Medical Device or Pharmaceutical experience strongly preferred.

Responsibilities

• Handle 15-20 case interactions per day including complaint inquiries and complex/escalated requests submitted to the FA escalation email inbox.
• Ability to use critical thinking skills to resolve inquiries to meet service levels.
• Ability to de-escalate, maintain composure, provide solutions based on company policies and processes via phone interactions and written communications with internal and external customers.
• Be a subject matter expert of our products, services, and processes.
• Manage up to 20-25 call interactions per day including inbound and outbound calls.
• Partner with sales and other operational departments to provide exceptional customer service within designated service levels to complete order transactions and other informational call or case follow up.
• Deliver an excellent customer experience, while acting in a professional and courteous manner.
• 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.

Skills

Customer service

MS Office

Attention to detail

Communication skills

Active listening

Education

Associate Degree or High School Diploma

Tools

SAP

CRM

Salesforce

Business Systems

Job description

AbbVie Inc. in Austin is seeking an experienced R&R CXR to handle inbound and outbound customer inquiries, manage escalations, and mentor junior team members. You will ensure timely resolutions, maintain knowledge of products and processes, and support order processing through the FA inbox and calls.

The role emphasizes customer experience, professionalism, and collaboration with sales and operations to meet service levels. Prior experience in healthcare or pharmaceutical settings is preferred.