Customer Experience Representative III

Company Description

Abb Vie’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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about Abb Vie, please visit  Follow @abbvie on X, Facebook, Instagram, You Tube, Linked In and Tik Tok.

Response and Resolution (R&R) Customer Experience Representatives (CXR) that support the Facial Aesthetics (FA) department receive complex/escalated calls or initial complaint inquiries from Health Care Providers, internal sales personnel, and administrative personnel for the Allergan Aesthetics business. R&R CXRs serve as first‑line representatives responsible for handling inbound/outbound complex/escalated inquiries and initial complaints in a timely and professional manner and collaborate with FA leadership to address all escalated customer matters.

They also assist and mentor FA CXRs with customer de‑escalation and questions and maintain department knowledge to serve as subject matter experts. Secondary responsibilities include processing orders and resolving issues that may prevent orders from being processed via inbound phone interactions. R&R CXRs foster the growth of a strong customer base through creating positive interactions and building strong relationships.

• Handle 15–20 case interactions per day, including complaint inquiries and complex/escalated requests submitted to the FA escalation email inbox.
• Use critical thinking skills to resolve inquiries and meet service levels.
• De‑escalate, maintain composure, and 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 Abb Vie’s products, services, and processes.
• Manage up to 20–25 call interactions per day, including inbound and outbound calls for product orders, updates, status of deliveries, and resolving call inquiries and processing returns/replacements.
• Partner with sales and other operational departments to provide exceptional customer service within designated service levels to complete order transactions and other information call or case follow‑up.
• Deliver an excellent customer experience while acting in a professional and courteous manner.

• 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.

• Positive “all for one” approach to team deliverables and priorities.
• Builds strong relationships to enable higher performance.
• Learns quickly, grasps the essence, and can change course quickly when indicated.
• Raises the bar and is never satisfied with the status quo.
• Creates a learning environment and is open to suggestions.

• Experience with SAP, CRM, Salesforce, or other business systems.
• Training or experience with de‑escalation tactics.
• Medical device or pharmaceutical experience strongly preferred.

• Compensation range: [range] – the posted range may be modified in the future.
• Comprehensive benefits package including paid time off (vacation, holidays, sick), medical/dental/vision insurance, and 401(k) for eligible employees.
• Eligibility to participate in short‑term incentive programs.

Abb Vie 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.

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