Job Details

Customer Solutions Representative

Company name
CDW Corporation

Location
Vernon Hills, IL

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Profile

Customer Solutions Representative','18000736','!*!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.

Responsibilities

Handling escalated customer issues when necessary

Obtain and evaluate all relevant information to handle inquiries

Working with team to manage daily workflow so that all inquiries are responded to by close of business

Backup returns queue','!*!Minimum Qualifications

High school diploma or equivalent.

1 year of customer contact experience

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','Warehouse-Distribution General','Full-Time','Full-Time','Regular','Non-Manager','First Shift','First Shift','No','US-IL-Vernon Hills','','','','','','','','ICAN Customer Relations CF','Customer Solutions Representative

Company info

CDW Corporation
Website : http://www.cdw.com

Company Profile
Headquartered in Vernon Hills, Ill., CDW is a leading provider of technology solutions for business, government, education and healthcare. With a balanced portfolio of 250,000 small-, medium- and large-sized customers, CDW generated net sales of $10.1 billion in 2012, and employs more than 6,800 coworkers in 25 locations across the U.S. and Canada. Founded in 1984 by entrepreneur Michael Krasny, CDW pioneered the business model that melds personalized business-to-business technology distribution with advanced technology services. Today, CDW is ranked No. 31 on Forbes’ list of America’s Largest Private Companies and No. 267 on the FORTUNE 500 list of America’s top companies.

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