• Job Description

  Req#: 5001074354706

  Purpose of Job

  Assists Customer Service Specialists by handling escalated calls, offering guidance, and providing additional support. Supports both Escalation and CS Specialists and plays a key role in team development.

  Job Description

  Assists Customer Service Specialists by handling escalated calls, offering guidance, and providing additional support. Supports both Escalation and CS Specialists and plays a key role in team development.

  Job Requirements

  • High School diploma or GED required; Any college is a plus.
  • Must be 18 years of age or older.
  • 6 months -- 1 year of customer service experience.
  • Schedule will include weekends and holidays. Peak season overtime will be required.
  • Ability to remain professional and courteous with customers at all times.
  • Strong verbal and written communication skills.
  • Must have strong computer skills, including but not limited to MS Word and Outlook.
  • Good listening skills.
  • Ability to form partnership with department and gain intimate knowledge of department operations.
  • Detail-oriented, and self-motivated with desire to continuously improve operations.
  • Exhibit strong business curiosity and must be willing to explore details to challenge the status quo.
  • Ability to work both independently and with a team in a collaborative work environment.
  • Ability to treat all information confidentially.
  • Typing skills and strong multi-tasking skills

  Essential Mental & Physical Function

  • Answers incoming customer calls over the phone and/or via email and social media regarding billing issues, product problems, service questions, and general client concerns.
  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every customer.
  • Assist with placement of orders, refunds, or exchanges/adjustments.
  • Update customer information in the customer service database during and after each contact.
  • Recommend potential products or services to management by collecting customer information and analyzing customer needs.
  • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
  • Contribute to team effort by accomplishing by impacting the company's bottom line by problem-solving and turning frustrated clients into repeat customers.

  Supervisor Responsibilities

  N/A

  Equipment Used

  Laptop and phone

  Pay Transparency

  This job posting may span more than one job level.
  The base salary range for this position in Diamond Bar is $25 an hour.

  Additionally, Newegg offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, and generous time off for vacation and sick.

  To provide greater transparency to candidates, we share base pay ranges for all US-based job postings in California. We set standard base pay ranges for all roles based on function, level, and location. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed above.

  Work Environment

  Office

  Travel Requirements

  N/A

  Date Posted

  Oct 1, 2024

• About the company

  Newegg Inc. is an American online retailer of items including computer hardware and consumer electronics.

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