The Digital Orders Customer Service Representative IV is responsible as a subject matter expert for driving readiness for Digital Orders supported customer eCommerce systems, such as Allergan Direct.  This includes assisting the Training Team in the development of special program staff training, team communications for special programs, Knowledge updates and assistance to the manager/director with project management.  In addition, a CSR IV will provide support for inbound, and escalated call inquiries processing transactions as needed.  CSR IV are responsible to assist in oversight of team member resolution of issues, investigate escalated issues, and act as subject matter experts. CSR IV are responsible for answering questions, triaging with other teams as needed, investigation and resolution of issues.  Under general supervision, CSR IV will handle customer inquiries and requests in a timely, accurate and professional manner.  Fosters the growth of a strong customer loyalty through creating positive interactions and building strong relationships.   

CSR IV must conduct their work activities in compliance with all Allergan internal requirements and with applicable regulatory requirements.  Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources and general business policies.  All calls are subject to monitoring, recording for quality assurance, coaching, training and development purposes.

Main Areas of Responsibilities

• Acts as point of contact for the Digital orders team when Manager is unavailable.
• As a subject matter expert for new or upgraded Digital orders supported mobile or web-based applications, eCommerce systems. oversees development and updates of training documents, work instructions, and knowledge articles to reflect current programs and processes. Writes and revises policies/processes as needed.
• Monitors new and updated processes for the team and collaborates with Manager, and other departments if necessary, on timely problem escalation and resolution when appropriate.
• Assists with or leads special projects as assigned by Manager/Director.
• Creates reports as needed for use in program information gathering and reporting.
• Monitors queue and direct staff as necessary if the Manager is unavailable.
• Clarifies customers’ questions/issues quickly and effectively in a polite, friendly, articulate manner. Provides CSR Team members with helpful information that will resolve the question or connect the caller to the appropriate team that can assist.
• Acts as a subject matter expert for respective businesses and works with Training & Quality team to maintain Salesforce Knowledge Articles.
• Stays current on all product knowledge and communicate directly with prospective customers to build knowledge, loyalty, and confidence in Allergan.
• Models and shares best practices with team members with ability to receive feedback and act when appropriate.
• Demonstrate a passion for delivering exceptional service every day and inspire by example. Model and deliver a distinctive and delightful customer experience.
• Maintains confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, customer information and personal performance.
• Resolves issues and answers questions with highest degree of quality and accuracy in accordance with company vision and values. Ethically and responsibly complies with all company standards, guidelines, standard operating procedures and all applicable laws.
• Skilled problem solver, makes quality decisions
• Experience working in a team-oriented, collaborative environment
• Ability to communicate effectively, orally and in writing, with employees and all other internal/external contacts
• Ability to learn and adapt to new technologies and changing processes
• Excellent organizational skills, attention to detail, and ability to prioritize effectively
• Ability to take initiative and make quality decisions
• Ability to effectively handle and lead multiple tasks/projects independently
• Perform accurate and complete work, within deadlines, with or without direct supervision
• Ability to memorize key details regarding eligibility and qualifications for multiple programs
• Successful 6 months Customer Service experience with Allergan Customer Operations programs, such as Allergan Direct.

The following listed requirements need to be met at a minimum level to be considered for the job:

• High School diploma required; associate’s or bachelor’s degree preferred
• Experience leading people in a customer service or customer facing environment
• Experience working with Microsoft Office Suite
• SAP or another ERP experience; Salesforce experience
• Experience managing and executing continuous improvement projects
• Effective communication skills (presentation, document writing, coaching people)

Preferred Skills/Qualifications:

The below skills are attributes that may not be mandatory, desired in the ideal candidate.

• Medical Device or Pharmaceutical experience strongly preferred

Education:

• High School diploma required; associate’s or bachelor’s degree preferred