Newegg · 1 day ago
Customer Service Lead
Diamond Bar, CA
Full-time
Onsite
Senior Level
5+ years expNewegg is seeking a Customer Service Team Leader who plays a vital role in ensuring frontline agents deliver exceptional customer experiences. This position involves providing real-time support, managing escalated calls, and collaborating with cross-functional departments to drive process improvements and enhance agent performance.
ComputerConsumer ElectronicsE-CommerceElectronicsGift CardHardwareRetailSoftwareToys
Responsibilities
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
Qualification
Required
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
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
Company
Newegg
Newegg is an online retail store that offers computer hardware, software, and accessories.
1001-5000 employees
H1B Sponsorship
Newegg has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (19)
2023 (7)
2022 (7)
2021 (11)
2020 (7)
Funding
Current Stage
Public CompanyTotal Funding
unknown2021-05-20IPO
2016-11-16Acquired
2005-09-01Series Unknown
Leadership Team
Anthony Chow
Chief Executive Officer (Global)
Montaque Hou
CTO
Recent News
Digital Commerce 360
2025-11-29
2025-11-28
Company data provided by crunchbase