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Customer Service Lead

Newegg Inc. • Diamond Bar, CA • 2h ago

Job Description

High School diploma or GED required; Any college is a plus.

Must be 18 years of age or older.

5 year of customer service experience.

Schedule will include weekends and holidays. Peak season overtime will be required.

Strong communication skills, both written and verbal, with the ability to communicate clearly and professionally.

Advanced problem-solving skills to identify and resolve customer issues quickly and effectively.

Strong computer skills, including proficiency in MS Word, Outlook, Excel, and PowerPoint.

Ability to maintain professionalism and empathy, ensuring customer satisfaction in all interactions.

Proven experience in guiding, motivating, and developing team members to achieve performance goals.

Ability to handle escalated customer situations with diplomacy and professionalism.

Analytical skills to assess customer data and escalated cases, identify root causes, and implement improvements.

Experience in building partnerships with other departments and gaining a deep understanding of department operations.

Ability to identify inefficiencies and lead initiatives to streamline operations and improve performance.

Detail-oriented with accuracy in analyzing data, resolving issues, and following through on resolutions.

Ability to adapt to changing priorities and customer needs in a dynamic, fast-paced environment.

Experience in conducting training sessions, workshops, and coaching to improve agent performance.

Self-motivated with a strong desire to continuously improve operations and drive success.

Requirements

Demonstrate effective, clear and professional written and oral communication.

Provide real-time support and guidance to frontline agents, ensuring they effectively handle challenging customer inquiries.

Manage escalated customer calls, conducting thorough investigations and utilizing advanced problem-solving skills to deliver timely and effective resolutions.

Analyze root causes of escalations and implement proactive solutions to prevent recurrence.

Maintain professionalism and empathy in all customer interactions, actively listening to concerns and ensuring customer satisfaction.

Collaborate with cross-functional teams to enhance service delivery, resolve customer issues, and drive process improvements.

Lead and contribute to process improvement initiatives, working on projects that enhance efficiency and customer experience.

Share insights from escalations to refine products, services, and operational strategies.

Pay Transparency

This job posting may span more than one job level.The base salary range for this position in Diamond Bar, CA is $24 - $25/hour.

Additionally, Newegg offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, and generous time off for vacation and sick.

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings in California. We set standard base pay ranges for all roles based on function, level, and location. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed above.

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