Analyst, Complaint Intake I

The Complaint Intake Analyst I at AbbVie is primarily responsible for managing the intake process of customer complaints via phone, email, and OneTrack. This includes conducting initial assessments to identify any missing information and performing outreach to the customer for data collection. Additionally, the analyst will categorize complaints, coordinate logistics for complaint samples, and decide on necessary actions like replacements or warranty claims.

To apply for the Complaint Intake Analyst I position at AbbVie, a high school diploma or equivalent is required, although a 2-year Associate Degree is preferred. Applicants should have a minimum of 1-2 years of experience in a call center environment, ideally within healthcare, paired with strong customer service skills and the ability to communicate effectively.

AbbVie supports the professional growth of their Complaint Intake Analyst I through comprehensive training programs and mentorship opportunities. Employees are encouraged to pursue further education and skill enhancement, ensuring they have the resources needed to advance within the company while contributing effectively to complaint resolution and customer satisfaction.

As a Complaint Intake Analyst I at AbbVie, you can expect a collaborative and supportive work environment where your contributions are valued. The role emphasizes teamwork and communication with internal stakeholders, fostering a culture that encourages innovation and commitment to high-quality customer service.

Yes, the Complaint Intake Analyst I position at AbbVie comes with a comprehensive benefits package. This includes paid time off, medical, dental, and vision insurance, as well as a 401(k) plan. Additionally, there are short-term incentive programs available, reflecting AbbVie’s commitment to the well-being and satisfaction of its employees.

When answering this question, highlight specific experiences where you effectively managed customer complaints. Discuss your methods for assessing situations, communicating with customers, and the resolutions you provided. Describe how your experience aligns with the role's expectations at AbbVie.

To effectively answer this, discuss methods you use for prioritization, such as assessing the severity of the complaints or customer needs. Give examples demonstrating your time management skills, highlighting any tools or techniques that help you stay organized under pressure.

In your response, mention specific software systems you've used that are relevant to the Complaint Intake Analyst I position, such as CRM systems, complaint management tools, or data entry software. If you don't have direct experience, express your willingness and skills in quickly learning new technologies.

Explain that in such situations, you would reach out to the customer promptly to gather the necessary details. Share any strategies you have for ensuring that communication is clear and efficient, and emphasize your commitment to providing customers with timely resolutions.

Define high-quality customer service as being attentive to the customer's needs, ensuring clear communication, and following through on promises. Provide examples from previous roles where you created positive experiences for customers in challenging situations.

Share your interest in AbbVie’s mission and values, illustrating how they align with your professional aspirations. Mention your desire to contribute to meaningful healthcare solutions and your enthusiasm for being part of a team that has a positive impact on patient lives.

Discuss techniques you employ for managing stress, such as taking short breaks, staying organized, or using stress reduction techniques like mindfulness. Give an example when stress management helped you in a previous role.

Provide a specific example of a situation where teamwork was essential for solving a problem. Focus on how you communicated with your teammates, your role in the collaboration, and ultimately, what was achieved through teamwork.

Express the importance of open communication in such scenarios. Share that you would discuss your concerns directly, presenting any data or insights that support your perspective, while remaining professional and focused on achieving the best customer outcome.

Indicate that you actively seek to stay informed through various means such as attending training sessions, reading relevant materials, or following industry news. Highlight your commitment to continuous learning and improvement in the context of ensuring compliance and quality in the role.