Allergan Customer Service Representative I - Brilliant Bar in Austin, Texas

Customer Service Representative I - Brilliant Bar

Austin, Texas, United States at

Apr 10, 2018Post Date

179028Requisition #

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 Bar experts must be self-starters that assume agent responsibilities supporting multiple departments. Provides top notch service to our physicians and field sales representatives regarding questions related to Allergan’s aesthetic websites. These agents also receive consumer calls related to Allergan’s customer reward program, Brilliant Distinctions, physician calls related to Allergan’s physician loyalty program, Allergan Partner Privileges (APP), and provide support for Allergan Direct, Allergan One, and Find-a-Doctor websites. Agents must possess the ability to make independent decisions, in line with Allergan best practices, as they relate to matters ranging from coupon creation, account maintenance/registration, promotion detailing, account provisioning, and overall customer service.

Agents are responsible for maintaining the quality of our processes and recording a case for each call, in order to document relevant detail, whether resolved or requiring escalation, in the appropriate system. In addition to servicing caller inquiries, agents must possess the ability to proactively highlight the benefits of each program and membership to its participants by issuing reminders on how to maximize its use (via promotion highlights, point earning avenues, and coupon usage), as well as navigate all applicable sites.

Universal agents 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

  • Maintains confidential information including, but not limited to, proprietary corporate information, specifications of products, product information, customer information and personal performance.

  • Receives and answers 35-90 customer inquiries including but not limited to; account provisioning, site navigation questions, account migration issues, coupon creation, member inquiries, account maintenance, registration, and promotion detailing.

  • Partners with Allergan Sales Representatives and our clients to provide customer service in accordance with Allergan Customer Operations service levels, accurately and within specifications.

  • Provides excellent customer service while acting in a professional and courteous manner at all times.

  • 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.

  • Responsible for handling escalated cases and resolving or determining if additional information and/or escalation is needed directing to the appropriate individuals within the organization.

  • Works closely with our portal management & IT teams to maintain customer satisfaction and service levels, communicating any issues that could impact either in a timely and clear manner

  • Acts as Subject Matter Expert who knows current job well enough to coach and/or train as needed.

  • Proactively identifies areas of opportunity and presents them to team leadership.

  • Assumes responsibility for at least one specialized duty, i.e. mailbox management, specialized processing, wholesale orders and priority accounts.

  • Completes follow-up informational calls, emails and/or case updates to customers and sales representatives within service level requirements.

  • Utilizes reports to monitor, track and ensure completion of work as needed.


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

  • Minimum 1-2 years Customer Service experience

  • High School diploma required; associate’s or bachelor’s degree a plus.

  • Experience working with Microsoft Office Suite

  • Skill in demonstrating professional phone manner

  • 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 and ability to prioritize

  • Ability to take initiative and make decisions

  • Perform accurate and complete work, within deadlines, with or without direct supervision

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

  • Call center experience strongly preferred


  • High School diploma required; associate’s or bachelor’s degree a plus.

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.