About this role
Leadership/Teamwork/Communication:
Expedite and escalate issues to cross-functional departments within Customer Operations, Insights, CMD and Contracts and Pricing to achieve shared company goals.Assists in troubleshootingCommunicate to lead and supervisor if updates to KA or Procedure Flow is necessary, may be called upon to assist in updating the documentationAssist with other teams when neededBuilds peer and leader relationshipsSeen as a positive force within the teamMay be called on to mentor, train, or provide hypercare to existing and new team membersMay be called on to fill in for team lead in team lead’s absence.Communicate effectively for different communication and learning stylesExhibit exemplary professionalism and uphold the company's core values in every interaction.Handle feedback with a positive attitude, using it as a leadership tool to drive personal and team improvement.Technical skills:
Depending on Team Assignment - creates accounts, makes account updates, processes license updatesResearches and solutions customer account requests. Makes appropriate decisions based on KA and Procedure FlowsResolves basic issues for sales reps and internal customer service departmentsProficient in using CRM, DSP, SAP, Salesforce and NICE platformsBasic knowledge of Microsoft ApplicationsOwns issue resolution internally between credentialing and customer requestsUnderstands credentialing processes and all internal and external systems and how they interactAble to troubleshoot when issues ariseFamiliar with pulling reports when neededScope and Impact:
Working knowledge of processes, systems and functionalityExhibits mastery of quality and performance metrics and understands SLAsUnderstanding of credentialing processes across teamsWorks with customers, sales reps, internal departments and BTS when issues arise.Possesses advanced knowledge of Credentialing processes/procedures regarding daily team dutiesAdvanced knowledge of customer account alignment and downstream effect of changesTakes on additional responsibilities while maintaining service levels and daily dutiesDemonstrates high level of knowledge and confidence in decision makingGenerates solutions- not just a problem spotter, but a problem solverTakes ownership of customer issues and escalations and follows up when necessaryTakes ownership of tasks/projects and drives them to completion without promptingExhibits effective prioritization skills in daily tasks or projectsAttends customer or cross departmental calls as neededServe as a mentor to junior team members, promoting a culture of learning and development 3+ Years of experienceBachelor’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 ofthis 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 anybonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's soleand 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