Product Services and Support Specialist

Newegg • Ontario, CA

3d

About The Position

The Product Services and Support Specialist assists customers by converting pre-sales inquiries into orders through understanding their use cases and budgets and recommending products in clear, plain language. The role identifies relevant opportunities to recommend add-ons and upgrades, including memory and storage, cooling, cables and adapters, monitors, peripherals, and accessories. It also explains extended warranties and protection plans accurately so customers can make informed decisions.

When customers are considering a cancellation or return, the specialist works to understand their concerns and, where appropriate, offers alternatives such as an exchange, comparable substitute, price adjustment, or troubleshooting support. The specialist stays current on promotions, deals, discounts, rewards programs, Newegg Premier benefits, and marketplace versus Sold-and-Shipped-by-Newegg distinctions, and proactively shares relevant information. Cherry picker experience is required.

Requirements

• Cherry picker experience.
• High school diploma or GED.
• At least 18 years of age.
• One or more years of customer service experience.
• Ability to work a flexible schedule, including weekends and holidays; overtime may be required during peak seasons.
• Strong verbal and written communication skills and the ability to remain professional, patient, and courteous in customer interactions.
• Proficient computer skills, including MS Word, Excel, Outlook, and web-based applications, with the ability to navigate multiple systems simultaneously.
• Strong active listening skills and the ability to understand, clarify, and address customer needs.
• Detail-oriented, self-motivated, and committed to continuous improvement of processes and customer experience.
• Strong typing skills and the ability to multitask effectively in a fast-paced environment.

Nice To Haves

• College coursework or a degree.
• Customer service experience in a contact center or retail environment.

Responsibilities

• Convert pre-sales inquiries into orders by asking about customers’ use cases and budgets and recommending appropriate products with clear explanations.
• Identify relevant attach and upsell opportunities, including memory and storage upgrades, cooling, cables and adapters, monitors, peripherals, and accessories.
• Offer extended warranty and protection plans and accurately explain their coverage, terms, and value.
• Before processing a cancellation or return, understand the customer’s concern and offer appropriate alternatives such as an exchange, comparable substitute, price adjustment, or troubleshooting support.
• Stay current on active promotions, Shell Shocker and daily deals, combo and bundle discounts, gift card and EggPoints programs, Newegg Premier benefits, and marketplace versus Sold-and-Shipped-by-Newegg distinctions, and proactively surface relevant information to customers.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED