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Job Description
- 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
- Adaptable and proactively able to move with change while maintaining a positive attitude.
- Provide timely, accurate, and empathetic support to customers through phone, chat, and email channels
- Assist customers with order inquiries, product questions, returns, replacements, billing concerns, promotions, and general assistance
- Follow Newegg’s service standards, policies, and workflows to ensure consistency and compliance in every interaction
- Actively listen to customers, identify concerns, and deliver clear and effective solutions using available tools and resources
- Multitask effectively by managing live communications while navigating multiple systems, researching solutions, and documenting accounts in real time
- Stay current on Newegg products, promotions, policies, and procedures through ongoing training and regular updates from leadership
- Document interactions thoroughly and accurately in the CRM system
- Research and resolve issues efficiently, escalating cases when additional support or specialized teams are required
- Use product knowledge to guide customers, answer questions, and provide confidence during the shopping experience
- Collaborate with supervisors, support teams, and cross functional partners to resolve complex cases
- Maintain strong attendance, schedule adherence, and performance metrics in alignment with department expectations
- Contribute to customer satisfaction and loyalty by delivering a positive, professional, and customer focused experience