Account Manager SCC Inbound

DescriptionBring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.The CDW Inbound role 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 while 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.QualificationsEducation and/or Experience Qualifications• High School diploma or equivalent• 1 year of call center/customer service experience• 1 year of sales experienceRequired 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 etiquetteSalary range: $16.40 per hour, depending on experience and skill setAnnual bonus target of 10% subject to terms and conditions of planBenefits overview: https://cdw.benefit-info.com/Salary ranges may be subject to geographic differentialsWho we are:CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.What you can expect from us: Culture, coworkers, careers.CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.Equal Opportunity Employer, including disability and protected veteran statusBenefits overview: https://cdw.benefit-info.com/