Customer Service

This is a fully remote position, open to applicants in Alabama, +21 more states.

📋 Description

• Deliver exceptional customer service for J.W. Pepper, the largest sheet music and accessory retailer in the US.

• Respond to customer inquiries and concerns regarding products and services through phone, email, and chat.

• Handle a high volume of incoming calls promptly.

• Operate without a script while maintaining control over the conversation.

• Determine customer needs, clarify information, conduct research, and offer solutions or alternatives.

• Utilize company and client resources to manage calls effectively.

• Recognize upsell and cross-sell opportunities.

• Promote customer satisfaction while ensuring quality standards are upheld.

• Efficiently multitask across various systems and switch between different tasks.

• Successfully complete all training programs.

• Communicate with patience and professionalism to foster rapport.

• Adhere to punctuality and attendance during scheduled shifts.

• Ensure confidentiality and security in accordance with Five Star Solutions policies.

• Participate in cross-training as needed and perform additional duties as assigned.

⛳️ Requirements

• Minimum of 1 year of experience in customer service or customer support.

• At least 1 year of prior experience in a call center or office environment is required.

• A high school diploma or GED is preferred.

• Technologically proficient, including the ability to navigate multiple browsers and systems using dual monitors.

• Previous experience with Outlook, Word, and Excel is preferred.

• Familiarity with CRM systems is a plus.

• Previous experience working remotely is advantageous.

• Quick learner with the ability to work independently.

• Strong verbal communication skills and active listening abilities.

• Must be at least 18 years old.

• Background checks and drug screening are required in compliance with state and federal regulations.

• Proficiency in speaking, reading, writing, and understanding English is mandatory.

• Candidates must reside in AL, GA, ID, IA, IN, KS, LA, MI, MS, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, or WY.

• Verification of secure, reliable, and dedicated high-speed internet service is required.

• A designated workspace with a desk, chair, electrical outlet, and direct LAN connection is necessary.

• Ability to sit frequently and use hands to manipulate, handle, and control objects.

• Capability to reach, stoop, kneel, or crouch on occasion.

• Ability to lift or carry loads up to 30 lbs occasionally.

• Standard vision and hearing capabilities are required.

🏝️ Benefits

• Paid training typically lasting 3 weeks from 9:00am to 6:00pm, Monday through Friday (EST).

• Full-time position, requiring 40 hours per week.

• Eligible for benefits starting on the first of the month following 60 days of employment.

• Equipment will be shipped to you; provided by the company.

• Opportunity for remote work.

• Equipment options/support available for a dedicated work area.