Teleservice Rep I

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

AbbVie's Austin-based Teleservices team supports existing outbound operational, customer education and marketing initiatives — leveraging approved best practices, job aids, and quality metrics to cultivate lasting relationships with healthcare practices across the nation.

Our team is searching for high energy, self-motivated, dynamic individuals wishing to join a team environment that values individual achievement.  Candidates must be able to work in a fast-paced environment with a continued focus on utilizing phones and other channels to create, nurture, and expand relationships with healthcare professionals to achieve brand objectives. 

Successful candidates will possess strong verbal communication skills, be highly organized, flexible, self-starter and can articulate value on a consistent basis to foster growth of an expanding customer base through creating positive customer interactions and lasting relationships. 

Core duties include:

• Ability to use techniques to ensure positive results to a highly targeted, assigned list of healthcare professionals to offer product information, customer education, resources, and follow up conversations
• Establish phone presence - commanding and engaging, ability to create rapport, network, build, and maintain productive business relationships
• Engage targeted healthcare professionals in promotional communications in accordance with policies and procedures set by the program
• Verify and complete required data entry including details of the target’s responses, notes, and any follow-through actions in accordance with policies and procedures, ensuring data integrity
• Manage daily call activity to optimize time and maximize the achievement of call out objectives
• Listen and respond appropriately to customer needs and questions, thereby ensuring acceptance of, or agreement with a “call plan” objective
• Maintain the required product expertise including competitive product knowledge
• Successfully complete product training and meet training expectations to service customers within the parameters of the program
• Demonstrate effectiveness working independently and in a team environment
• Meet and exceed established daily and monthly call volume metrics successfully
• Process customer requests related to product orders in a timely, accurate, and professional manner
• Project a professional company image through all phone interactions and establish ongoing relationships with clients by providing prompt and accurate service
• Display a positive attitude and customer focus, provide timely resolution for all customer issues, concerns, and/or questions using scripted responses
• Effective and timely communication with the Manager
• Must safeguard privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA)

Qualifications

Education and/or experience

• Associate degree OR High School Diploma and equivalent relevant experience
• The ideal candidate will have a background in customer service/contact centre
• The ability to work independently, highly organized and superior communication skills
• Experience in the healthcare/aesthetics industry involving interaction with physicians, patients, etc preferred.

Desired knowledge

• Knowledge of aesthetics, medical device, pharmaceutical, or related field
• Outbound calling experience
• Skills demonstrating professional phone etiquette
• Ability to use Microsoft Office, Outlook MS Word, Excel, PowerPoint
• Knowledge of Salesforce preferred

Additional skills

• Ability to learn, assimilate information into practice to follow established, mandatory best practices including, but not limited to
  • Daily activity, goals, metrics
  • Expedient usage of database and other core tools
  • Maintaining strict quality control standards and performance monitoring

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 employee  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