Product Services and Support Specialist

• 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.
• 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

The Product Services & Support Specialist is part of Newegg's Returns Abuse team within the Fraud Prevention department. The specialist handles escalated return cases, meaning items returned outside of policy or showing signs of return abuse or fraud. This is a hands-on, in-person role. Day to day, the specialist inspects items at will-call (order pick-up) and RMA drop-off, reviews cases against policy, processes damage claims, and keeps Pick-Up Center inventory accurate. Because Newegg sells computer components and prebuilt systems, keeping up with both product knowledge and fraud trends is central to the job.

Mental Functions: Decisions may affect a work unit or area within a department. May contribute to business and operational decisions that affect the department. This position performs a variety of routine duties within established policies and procedures or by referral to supervisor's guidelines.

Physical Functions: Sitting required 90% of the time. Walking and standing required 5% of the time respectively. No heavy lifting required. Constant keyboarding and telephone usage.

None required

Working knowledge of PC hardware components (GPUs, CPUs, motherboards, memory, storage, power supplies) and common Windows OS troubleshooting

Pay Transparency

This job posting may span more than one job level.

The base salary range for this position in CITY is $XXXXX - $XXXXX annually.

In addition to base salary, this job is eligible additional XXXXX bonus or incentive. 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.

Standard office working environment

Must be able to travel to Diamond Bar and Ontario as needed