Newegg Inc.

Agent, Customer Retention

US-CA-Whittier
1 month ago
ID
2017-4112
Category
Customer Service/Support

Purpose Of The Job

The primary function of the Customer Service Retention Representative is to provide extraordinary service to both our internal and external customers

Responsibilities/Duties

  • Provide extraordinary service to both our internal and external customers. Assist internal and external departments with various customer-related tasks, as requested by CS management.
  • Contact customers whose orders were previously voided to seek opportunities to assist with replacing the order.
  • Assist our China Customer Service Representatives with sending internal requests to other departments on behalf of our Contact Center Agents as well as assisting with any Customer Service process or procedural questions.
  • Assist internal and external departments with various customer-related tasks, as requested by CS management.
  • Assist with incoming Customer Service Calls to the Contact Center as needed by Management.
  • Other Tasks as assigned by management

Minimum Requirements & Special Attributes

  • High School or GED required.
  • 2 years of experience with Customer Retention and/or Sales via phone and chat
  • 2 years of experience in Customer Service field.
  • Knowledge in Customer Retention strategies preferred.
  • Must be self-directed and effective working independently, yet equally comfortable contributing in a team environment.
  • Strong written and oral communication skills.
  • Excellent listening skills and patience.
  • Ability to coach, gain and maintain trust with Customer Service Agents.

Essential Mental and Physical Functions

Decisions generally affect own job or specific functional area. 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 working on a computer and using telephones.

Equipment Used

Standard office and computer equipment including MSOffice software

Work Environment

Office cubicle environment with minimal exposure to the environment or health hazards

Supervisory Responsibilities

None.

Language Skills

Must be able to speak, read, write and comprehend English

Travel Requirements

Travel is not required.

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