Customer Service Representative

newegg; Diamond Bar (CA); On-site; USD 38,000 - 48,000; Full time

Job summary

Newegg is seeking a Customer Service Representative in the United States to handle incoming calls, emails, and social media inquiries about billing, product issues, service questions, and general concerns. You will maintain professionalism and build rapport with customers, helping with orders, refunds, or exchanges, and updating CRM data.

The role requires strong verbal and written communication, good listening, and the ability to multitask in a fast-paced environment.

Qualifications

• Requires high school diploma or GED.
• 6 months to 1 year of customer service experience.
• Must be 18+ and available for weekends/holidays.
• Professional and courteous at all times.
• Strong verbal and written communication skills.
• Proficient computer skills including MS Word and Outlook.
• Good listening skills and ability to multitask.
• Team-oriented and able to work independently.

Responsibilities

• Answer incoming customer calls and emails regarding billing issues, product problems, service questions, and general concerns.
• Maintain professionalism and build positive rapport with customers.
• Assist with placement of orders, refunds, or exchanges/adjustments.
• Update customer information in the CRM during and after contact.
• Recommend products or services by analyzing customer needs.
• Stay updated on product knowledge and company policies.
• Contribute to team goals by solving problems and driving customer loyalty.

Skills

Verbal communication

Written communication

Typing

Multi-tasking

Attention to detail

Confidentiality

Education

High School diploma or GED

Tools

MS Word

Outlook

Job description

• 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.
• The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

• 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.