About AbbVie AbbVie’s mission is to discover and deliver innovative medicines 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, eye care, virology, women’s health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn. •Provide subject matter expertise of program policies and processes while maintaining a high level of customer service, sense of urgency, reliability, data entry skills, active listening, proper phone etiquette, great verbal and writing skills, and teamwork spirit •Ensure correct information or directs the call to the appropriate team member while maintaining a high level of professionalism •Sets performance goals, tracks and evaluates performance; coaches, develops and trains team. •Provides typed documentation of all communications received from calls and provides notification of any urgent orders, shipping related issues and any errors, complaints or adverse drug events to the appropriate party or system •Identifies potential Adverse Event situations for reporting to Pharmacovigilance ensuring AbbVie meets FDA regulations •Meet performance standards in alignment with predefined metrics •Completes all required training to perform all functions in the position e.g., soft skills certification along with program overviews •Successfully complete role based training requirements, including passing certifications and competency assessments prior to conclusion of training period •Maintain a work environment that upholds privacy standards required by law and AbbVie policy Qualifications •High School Diploma or GED required. Associate or College Degree Preferred •Previous experience in a call center environment, healthcare office, corporate setting, or device management environment is highly desirable •Demonstrated organization and problem-solving skills to handle customer conversations, identify issues, and address needs •Must have comfort level with utilizing multiple applications while capturing case information •Proficient with Microsoft Office Program Suite including Excel, Word, Outlook and SharePoint. •Experience with Salesforce.com, Moxi, and SAP is desirable. •Ability to maintain professional communication skills and an understanding of how to maintain a courteous attitude toward customers and fellow employees •Requires critical thinking skills, analytical skills and the ability to work with minimal supervision. •Prefer 2 years’ Supervisory experience •Requires strong communication (verbal and written, clear and concise), customer service and interpersonal skills •Must be able to take appropriate action in a stressful environment Significant Work Activities Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day) Travel No Job Type Experienced Schedule Full-time Job Level Code IC Equal Employment Opportunity At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.