Teleservice Rep I

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)

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

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 mo…