• 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.

• 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

• High school diploma or equivalent.
• 1 year of customer contact experience
• Basic computer product knowledge

• 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.

• Bachelor’s Degree
• one year call center experience
• Intermediate computer product knowledge

COVID-19 Update:
CDW is committed to maintaining a workplace that is free of known hazards and to ensuring the safety, health, and well-being of coworkers and candidates for employment and their families, as well as the community.

CDW requires all coworkers be fully vaccinated against COVID-19, with the only exceptions being a documented, legally required medical or religious accommodation. Prior to starting with CDW, successful candidates will be required to: (i) be fully vaccinated against COVID-19 and provide CDW with proof of full vaccination; or (ii) apply for and receive a medical or religious-based accommodation to be exempt from the mandatory vaccination policy.