AddressThe CDW Onboarding Consumer Representative is responsible for receiving inbound phone calls and digital requests/orders from two groups of customers: 1) Customers that have not worked with CDW before; and 2) repeat “consumer” customers. The Representative’s primary duty and responsibility is to act as a CDW ambassador for new customers to CDW - responding professionally to inbound phone calls and web inquiries, ensuring that new CDW accounts (SPS Accounts and CDW.com accounts) are set up correctly, determining the correct place for the customer’s account, and introducing the new customer to the appropriate team and engagement model at CDW, based on the type of customer. They are to do this while providing customers a great customer experience for their first interaction with CDW. The Representative’s secondary duty and responsibility is to handle sales activity from our consumer or CONS customers. Providing quotes, placing orders, following up on backorders, and providing general customer service capability wwhile being a strong ambassador of the CDW brand.
Key Areas of Responsibility
- Receives phone calls and digital inquiries (CDW.com orders, chat, or email) from first-time CDW customers.
- Ensures a great ‘first impression’ of CDW by providing a best in class customer experience.
- Timely and accurately handles the logistics of ‘account’ setup, both in SPS and online as well as any orders that occur in the ‘first transaction’.
- Leverages tools and template communications to ensure that new customers are aligned to and aware of resources, support, and experiences that are available to them.
- Receiving and processing all web/phone orders inquiries from CDW’s Consumer (CONS) customers.
- Provide customers with answers to help resolve their issue or direct them to the appropriate department as needed.
- Provide best in class and comprehensive customer service to each individual you engage with consistent with the CDW Way.
- Collaborates with Customer Solutions Representatives in Customer Relations to enter and resolve customer issues through Customer Service Cases as needed.
- Contributes to and fosters a positive and professional working relationship with internal departments including Customer Relations, the other teams within the SCC, and other sales segments.
- Meet or exceed assigned individual and team metrics and ensure other performance goals and expectations are met consistently.
- Ensure awareness of and alignment with all internal sales and customers service processes.
- Maintain CDW’s values and Philosophies of Success.
Education and/or Experience Qualifications
- High School diploma or equivalent
- 1 year of call center experience
- 1 year of sales experience
Required Qualifications
- Basic computer skills – experience with Microsoft preferred
- Possesses excellent verbal and written communication skills
- Demonstrable organizational and time management skills – ability to multi-task in an ever-changing environment
- Ability to achieve success individually and as part of a team in a highly structured and regulated work environment
- Persistence combined with a positive attitude and approach to work and others – self-motivating work style
- Ability to respond to customer contacts received through email, chat and phones within the defined service levels
- Ability to solve problems and resolve conflict directly in multiple communication channels
- Mature, positive and collaborative interpersonal skills
- Strong penchant for Customer Service
- Must be able to work independently and in a team-oriented environment
- Proven ability to multitask and balance multiple priorities in an ever-changing environment
- Proven ability to provide timely solutions, as customer issues must be resolved quickly and efficiently
- Strong organization skills
- Proper written and phone etiquette
