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- Must have cherry picker experience
- Convert pre-sales inquiries into orders by asking about the customer's use case and budget, then recommending products with clear, plain-language reasoning.
- Identify and act on attach and upsell opportunities where they genuinely serve the customer — memory and storage upgrades, cooling, cables and adapters, monitors, peripherals, and accessories.
- Offer extended warranty and protection plans, and explain coverage, terms, and value accurately so the customer can make an informed decision.
- Save the sale before processing a cancellation or return: understand the underlying concern and offer alternatives such as an exchange, a comparable substitute, a price adjustment, or troubleshooting support where appropriate.
- Stay current on active promotions, Shell Shocker and daily deals, combo and bundle discounts, gift card and EggPoints programs, Newegg Premier benefits, and marketplace vs. Sold-and-Shipped-by-Newegg distinctions, and surface them to customers proactively.
Qualifications
- High School diploma or GED required; college coursework or a degree is a plus
- Must be 18 years of age or older
- One year or more of customer service experience, preferably in a contact center or retail environment
- Ability to work a flexible schedule, including weekends and holidays; overtime may be required during peak seasons
- Strong verbal and written communication skills with the ability to remain professional, patient, and courteous in all 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 with 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
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