Account Manager SCC E-Teamat CDW Careers

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Job ID: 18000967
Updated: Sep 26, 2018
Location: Chandler, AZ, United States

The Sales Contact Center (SCC) eChat Sales Specialistis responsible for responding to and conversing with all incoming electronic communication in a timely and professional matter via the live chat program and email. The main focus of the job is profiling and probing customers for possible sales opportunities and provide customer service via electronic chat, email and occasionally phone. Sample tasks for this job include, but are not limited to: interacting with customers digitally to provide product information; take orders; provide order status updates; respond positively to difficult or upset customers; navigate within multiple applications to find and view customer account details; and typing information quickly and accurately. The eChat Sales Specialistis responsible for utilizing a broad range of product knowledge and presenting suggestions that will provide the best sales course of action based on the customer’s expressed interests and/or needs.


Key Areas of Responsibility

  • Receiving inbound sales and customer service communication from new and existing CDW customers regarding new accounts, sales requests and support requests
  • Promptly identify, research, and resolve inquiry requests using tools and product knowledge provided by CDW
  • Receive and process all inbound web orders from new and existing unassigned customers
  • Identify upsell opportunities from web orders and conduct proactive sales calls to those customers
  • Provide customers with answers to help resolve their issue or direct them to the appropriate department
  • Administer and foster a positive and professional working relationship with internal departments including Customer Relations, and other sales segments
  • Ensure metrics and other performance goals are met
  • Continuously develop and enhance sales skills, system skills, technical skills and customer service skills through on-going training

Required Skills

  • Basic computer skills – experience with Microsoft preferred
  • Possesses excellent verbal and written communication skills
  • Demonstrate chat taking proficiencies (direct questioning to understand issues timely / clarity in response to provide understanding etc), an in-depth product knowledge of our products and services and other "soft" skills necessary to handle chats, emails and calls where a customer may be upset
  • 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
  • Mature, positive and collaborative interpersonal skills


Minimum Qualifications

  • High School diploma or equivalent
  • 1 year of call center experience
  • 1 year of sales experience

Other Required Qualifications

  • Strong interest in sales
  • 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
  • Ability to type 40 words per minute
  • Proper written and phone etiquette
  • Familiarity with Microsoft Word, Internat, Email and Web Chat process
  • Flexibility to work varied shifts
Job Category: Sales General
Job Type: Full-Time
Travel Percentage: 0%

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