Product Services and Support Specialist

Newegg • Ontario, CA

3d

About The Position

Convert pre-sales inquiries into orders by understanding the customer's use case and budget, then recommending suitable products with clear, plain-language explanations. Identify relevant opportunities to attach or upsell products and accessories, and offer extended warranties and protection plans with accurate explanations of coverage, terms, and value.

Before processing cancellations or returns, understand the customer's concern and, where appropriate, offer alternatives such as an exchange, comparable substitute, price adjustment, or troubleshooting support. Stay current on 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 inform customers about them.

Requirements

• Must have cherry picker experience.
• High school diploma or GED required.
• Must be 18 years of age or older.
• One year or more of customer service experience.
• 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.
• Ability to work a flexible schedule, including weekends and holidays; overtime may be required during peak seasons.

Nice To Haves

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

Responsibilities

• Convert pre-sales inquiries into orders by asking about the customer's use case and budget and recommending products.
• Identify customer-serving 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.
• Understand customer concerns before processing cancellations or returns and offer appropriate alternatives, such as exchanges, comparable substitutes, price adjustments, or troubleshooting support.
• Stay current on promotions, deals, discounts, programs, membership benefits, and marketplace versus Sold-and-Shipped-by-Newegg distinctions, and proactively communicate them to customers.

What This Job Offers

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