Scope and Impact:
• Entry point - learning systems, Account Set-up and change requests
• Successfully completes assigned tasks from NiC and CC1
• Meets or exceeds productivity and quality goals
• Displays excellent verbal and written communication skills
• Handles internal/external customer inquiries and requests efficiently and effectively
• Demonstrates detail orientation and organizational skills
• Acts with appropriate sense of urgency regarding time sensitive issues
• Asks probing questions and provides solutions based on policies/procedures
• Demonstrates critical thinking and problem solving skills
• Retains key details around current processes/procedures and effectively uses them
• Proactively identifies opportunities for improvement and presents them to team leadership.
• Ensures tasks are completed accurate with a goal of quick resolution
• Relentlessly pursues an excellent customer experience
Technical skills:
• Depending on Team Assignment - creates accounts, makes account updates, processes license updates
• Researches and solutions customer account requests. Makes decisions based on KA and Procedure Flows
• Resolves basic issues for sales reps and internal customer service departments
• Proficient in using CRM, DSP, SAP, Salesforce and NICE platforms
• Basic knowledge of Microsoft Applications
Leadership/Teamwork/Communication:
•Communicates with cross-functional departments within Customer Operations, Insights, CMD and Contracts and Pricing to achieve shared company goals.
• Works well with others and demonstrates the ability to work in a team-oriented, collaborative environment
• Communicates effectively with leadership
•Openly accept and constructively act upon feedback from peers and management.
•Approach feedback as a valuable opportunity for growth and improvement
• Exhibits a friendly but professional demeanor
• Maintains composure when dealing with difficult situations
•Uphold the company's core values and maintain a high standard of professionalism in all interactions.
•Manage time effectively to meet deadlines and prioritize tasks without compromising on quality
•Demonstrate reliability and build strong, mutually respectful relationships within the team.
• Lead by example in creating a focused and efficient work environment, minimizing unnecessary interruptions
• Attends team meetings and trainings
Participate actively in team meetings, providing constructive input and support to colleagues.
• Identifies trends or process gaps and communicates them to lead/supervisor.
Qualifications
3+ Years of experience
Bachelor’s degree preferred or a combination of education and relevant experience
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