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Customer Service Representative I - Brilliant Distinctions

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Customer Service
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180704 Requisition #
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Allergan plc (NYSE: AGN) is a bold, global pharmaceutical company and a leader in a new industry model - Growth Pharma. Allergan is focused on developing, manufacturing and commercializing branded pharmaceutical, device, biologic, surgical and regenerative medicine products for patients around the world.
Allergan markets a portfolio of leading brands and best-in-class products for the central nervous system, eye care, medical aesthetics and dermatology, gastroenterology, women's health, urology and anti-infective therapeutic categories. With commercial operations in approximately 100 countries, Allergan is committed to working with physicians, healthcare providers and patients to deliver innovative and meaningful treatments that help people around the world live longer, healthier lives every day.
Allergan is a company that will inspire you to aim high with your ambition. Where you can build bridges all over the world. Where you can power ideas that drive change. And where you will act fast and drive results for customers and patients.  Power your future & join our bold team.
 
Position Overview
Brilliant Distinctions Customer Service Representatives (CSRs) serve as first-line representatives responsible for handling inbound call inquiries (80/120 day) and acting as subject matter experts regarding Allergan’s patient rewards program. Representatives are responsible to assist patients, physicians, and sale reps with navigating the website and mobile application, consumer promotions, eligibility and registration, program rules, password resets, as well as issuing, applying, creating, and redeeming rewards. Under general supervision, Customer Service Representatives handle customer requests in a timely, accurate and professional manner. BD CSRs foster the growth of a strong customer base through creating positive interactions and building strong relationships.
Main Areas of Responsibilities
  • Maintains confidential information including proprietary corporate information, specifications of products, product information, customer information and personal performance.
  • Receive/answer 80/120 customer inquiries regarding; product orders, order status, serial/lot/catalog number research, product returns, requests for credit, product search, physician certification, pricing and services offered. 
  • Partner with Allergan Sales Representatives and our clients to provide customer service in accordance with Allergan Customer Operations service levels to complete order transactions, informational call follow up, requests for credit, refunds, price corrections and process return requests.
  • Provide excellent customer service while acting in a professional and courteous manner at all times.  
  • Resolve issues and answer questions with highest degree of quality and accuracy in accordance with company vision & values and all applicable laws. 
  • Read, analyze, and interpret common product information, financial reports and legal documents
Requirements
The following listed requirements need to be met at a minimum level to be considered for the job:
  • CSRs 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.
  • 1-2 years of Customer Service Related Experience Required.
  • Experience working with Microsoft Office Suite
Preferred Skills/Qualification
The below skills are attributes that may not be mandatory, but are definitely desired in the ideal candidate.
  • SAP or other ERP experience preferred
  • Experience with continuous improvement projects preferred
  • Medical Device or Pharmaceutical experience strongly preferred
Education
  • High School diploma required; Bachelor’s Degree preferred.
 

Equal Employment Opportunity Employer


Allergan is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other protected status.

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