at CDW LLC in Vernon Hills, Illinois, United States
Job Description
The Customer Solutions Representative provides assistance to our Customers regarding problems or situations that they are unable to resolve on their own. The Customer Solutions Representative is essential in creating Customer loyalty and repeat business by providing world-class service through quick response times and striving to find satisfactory solutions to every Customer.
Key Areas of Responsibility
Receiving and resolving incoming calls, e-mails and web chats directly from Customers regarding:
Requests for return of merchandise
Damage or lost shipping claims
Order status
Billing or accounts receivable requests
Rescheduling pick up of returns
Managing internal and external E-mail volume and on-line chats
All other issues that pertain to Customer Service
Taking ownership of Customer Service Case requests to resolve Customer issues.
Follow up with Customers regarding issues that cannot be resolved on first call.
Communicating professionally and according to quality standards with Customers and Account Managers regarding situations that arise via phone, e-mail, and web chat.
Working with the Team to manage daily workflow so that all inquiries are responded to close of business.
Maintain a positive, empathetic, and professional attitude toward Customers at all times.
When necessary, de-escalate situations involving dissatisfied Customers.
Minimum Qualifications
High school diploma or GED
1 year of experience working with Customers, preferably in a Call Center
Basic computer product knowledge
Other Required Qualifications
Excellent written and verbal communication skills with the ability effectively interact with all stakeholder, especially with Customers in pressured situations.
Strong typing and data entry skills.
Good organizational skills.
Effective ability to multi-task in order to handle multiple duties at the same time throughout the day.
Ability to work in a fast paced environment. This department requires timely resolutions, as Customer issues must be resolved quickly and efficiently.
Demonstrated ability to quickly and efficiently resolve Customer issues.
Strong creative problem solving skills to resolve Customer situations.
Must be able to work independently and in a team-oriented environment.
Aptitude to learn new applications quickly and put them into practical use.
Preferred Qualifications
Bachelor's Degree
One year Call Center experience
Intermediate computer product knowledge
CDW is an affirmative action/equal opportunity employer committed to a diverse and inclusive workplace.
