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Customer Relations Escalation Specialistat CDW Careers

Job ID: 
Focus Area: 
Date Posted 
Aug 30, 2022
Vernon Hills, Illinois
Employment Type: 



The Customer Relations Escalation Specialist supports escalated and high priority requests for the Customer Relations team. In this role, the Escalation Specialist assists the team with resolving and/or troubleshooting requests that require specialized handling, high volume in nature and or are aged.



Key Areas of Responsibilities
  • Resolves escalated customer issues with a sense of urgency.
  • Prevents additional escalations with a “one and done” philosophy, effectively eliminating the need for future repeat requests on the same issue.
  • Daily monitoring of aged tasks, intervening on behalf of the Customer Solutions Rep to facilitate accelerated resolution of the request.
  • Working knowledge of 3rd Party resolution tools across all service groups to facilitate rapid resolution of customer requests.
  • Fields customer related questions and assists with troubleshooting escalated requests in all areas of Customer Relations.
  • Supports the Quality Analyst and Team Leaders in the on-boarding process of new Customer Relations coworkers
  • Maintains open communication with direct Supervisor to address any issues requiring additional management intervention. Escalates issues when appropriate.
  • As requested, works as a member of special or ongoing projects that are important to area/process improvement.
  • Assist the team during high volume periods or as directed by the Customer Relations Leadership Team.
  • Able to handle stressful situations in a courteous and professional manner.
  • Able to de-escalate customer situations and provide options for proper resolution.
  • Accurately apply appropriate actions to the request at hand, ensuring compliance with departmental guidelines.
  • Model the guidelines set forth in the CDW Way and follow all CDW policies and procedures

Minimum Qualifications

  • High School Diploma or equivalent.
  • 2 years of customer service experience 
  • Intermediate to advanced computer skills (Microsoft Applications, and general use of office equipment, e.g. mouse, keyboard).
Other Required Qualifications
  • Proficient in Microsoft Office applications.
  • Excellent verbal and written communication skills with the ability to effectively interact with all stakeholders.
  • Excellent organizational and creative problem-solving skills. 
  • Demonstrated resourcefulness with critical attention to detail.
  • History of balancing competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines.
  • Ability to quickly learn new systems and processes and put them into practical use.
  • Must be able to work independently and in a team-oriented environment. 
  • Ability to work the 9-6 shift.
  • Excellent typing and data entry skills.
Preferred Qualifications
  • Bachelor’s Degree
  • Extensive knowledge of Customer Relations department


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.

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