Customer Experience Representative - Allē Support

About the role

Allergan Aesthetics is a division of AbbVie, focused on developing, manufacturing, and marketing aesthetics brands and products. The role of a Customer Experience Representative (CXR) involves providing multi-channel support, assisting with program eligibility and registration, promoting the AllÄ program, troubleshooting technical issues, and maintaining detailed records.

Responsibilities

• Provide excellent service through phone, chat, and email.
• Help customers with program eligibility and registration, program rules, website and mobile app navigation, password resets, general product information, and redeeming rewards.
• Develop and maintain an in-depth knowledge of AllÄ and proactively highlight the benefits of promotions, program perks, and platform features for patients and practices.
• Resolve technical issues and questions, acting as a liaison between the customer and our Technical Product Support (Tier 2) team.
• Keep detailed records of interactions, inquiries, complaints, comments, and actions taken.
• Collaborate with cross-functional teams to address customer issues and enhance the customer experience.
• Maintain strong adherence to service level, quality, and customer satisfaction metrics.

Requirements

• Experience: 1-2 years of professional customer service experience, preferably in a Contact Center environment.
• Adaptability: Ability to learn and adapt to new technologies and changing processes.
• Attention to Detail: Strong attention to detail, multitasking abilities, and well-organized.
• Time Management: Exceptional time management skills to serve a diverse customer base efficiently.
• Communication Skills: Excellent communication and relationship building skills.
• Technical Skills: Experience working with Microsoft Office and Google Suite.

Preferred Skills/Qualifications

• CRM Experience: Experience with SAP, Salesforce, or other CRM platforms.
• Technical Support Tools: Familiarity with NICE inContact for Phone, Email, Chat, and SMS support.
• Industry Experience: Experience in Medical Devices, Pharmaceutical market or related fields.

Education

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

Pay, Benefits, and Schedule

The pay range for this role is $16 - $29.8 USD per hour. The role is hybrid, with a mix of in-office and remote work. Employees are required to be in the office on Tuesday, Wednesday, and Thursday, with flexibility to work remotely on Mondays and Fridays. The minimum requirement is three days in the office, but some individuals or teams may require more in-office days.