Web Services Customer Experience Rep II

Allergan; Austin (TX); On-site; USD 42,000 - 55,000; Full time

Job summary

AbbVie in Austin seeks a Customer Experience Representative I for CX Loyalty and Web Services. You will support physicians, nurses, and staff with Allergan’s brand portal, Direct, and eCommerce platforms, enabling smooth onboarding and account management.

The role focuses on provisioning, troubleshooting, and guiding customers through site benefits, while coordinating with IT and field teams to resolve issues promptly and professionally.

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.

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.

Skills

Microsoft Office Suite

Attention to detail

Adaptability

Multi-tasking

Education

High school diploma

Associate or bachelor’s degree

Tools

Microsoft 365

SAP

VPN

MFA

CRM systems

Device management tools

Salesforce

Job description

Company Description

About AbbVie

At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.

Job Description

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.

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

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

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:

• The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at thetimeofthis posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographiclocation,andwemayultimatelypaymore or less than the posted range. This range may bemodifiedin thefuture.


• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.


• This job is eligible toparticipatein our short-term incentiveprograms.

Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.Theamountandavailabilityof anybonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employeeremainsin the Company'ssoleandabsolutediscretion unless and until paid andmay bemodifiedat the Company’s sole and absolute discretion, consistent withapplicable 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: