Ican (Internal Customer Assistance Network) Team

4 days ago

Vernon Hills, United States CDW Full time

The ICAN (Internal Customer Assistance Network) Team Lead acts as an escalation contact for the ICAN team. In this role, the Team Lead helps ICAN Specialists with any situations or issues that are beyond their scope of experience or knowledge in addition to their specialty areas. This includes manager calls and escalated issues.

Key Areas of Responsibility
- Assist management in team training and development; facilitate new coworker on-boarding and training.
- Encourage and motivate team members, reinforce team goals, and identify areas for training or skill checks.
- Address and research escalated issues raised by internal and external partners, to make decisions and recommendations in ICAN; serve as resource supporting inquiries and call escalations.
- Clarify procedures, field general questions, help with troubleshooting requests, and review ICAN support group work for quality and guideline compliance.
- Direct and communicate with coworkers to ensure that requests and calls are addressed quickly, efficiently, and knowledgeably.
- Assess transactional processes and procedures; suggest methods to improve area operations, efficiency, and service; and execute and develop departmental strategies to foster productivity and service excellence.
- Compile detailed reports on team productivity, mission-critical objectives, and vendor-specific information.
- Act as key ICAN vendor contact regarding transactional matters involving vendor tools, processes, and proprietary access management.

Minimum Qualifications
- High School Diploma or GED.
- 2 years of Customer Service experience in a Corporate environment.

Other Required Qualifications
- Proven ability to research and address customer issues, solve problems, and resolve conflicts—quickly and efficiently—in a fast-paced environment.
- Intermediate-to-advanced computer skills, including Microsoft Office proficiency.
- Demonstrated ability to communicate effectively and constructively with management and peers, as well as to create an approachable, friendly environment with coworkers.
- High school diploma or equivalent; bachelor’s degree preferred.
- Excellent typing and data entry skills.
- Flexibility to work different shifts as needed (7 to 4, 8 to 5, 9 to 6, or 10 to 7).

Preferred Qualifications
- Bachelor's Degree.
- Extensive knowledge of ICAN department.
- Leadership-related experience and training and development background.

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