Customer Service

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

📋 Description

• Assist J.W. Pepper clients, including bands, choirs, and orchestras, with their products and services.

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

• Manage a high volume of incoming calls efficiently.

• Conduct calls without a script while maintaining effective call control.

• Assess customer needs, investigate issues, and offer solutions or alternatives.

• Utilize company and client resources to manage calls accurately.

• Recognize upsell and cross-sell opportunities.

• Enhance customer satisfaction and uphold quality standards.

• Multitask across different systems and transition between tasks seamlessly.

• Complete all required training sessions.

• Communicate calmly and professionally to establish rapport.

• Adhere to punctuality and attendance during scheduled shifts.

• Maintain confidentiality and security in line with company policies.

• Participate in cross-training as needed.

• Carry out 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 setting is required.

• A high school diploma or GED is preferred.

• Technologically adept, 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.

• Prior experience working remotely is advantageous.

• Quick learner capable of working independently.

• Excellent phone and verbal communication skills, combined with active listening abilities.

• Must be at least 18 years old.

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

• Must be proficient in speaking, reading, writing, and understanding English.

• Candidates must reside in Alabama, Georgia, Idaho, Iowa, Indiana, Kansas, Louisiana, Michigan, Mississippi, Nevada, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Texas, Tennessee, Utah, Virginia, West Virginia, Wisconsin, or Wyoming.

• Must have a verified, secure, reliable, high-speed internet connection.

• Must have a designated workspace that includes a desk, chair, electrical outlet, and direct LAN connection.

• Ability to regularly sit and use hands for tasks such as feeling, handling, and controlling objects.

• Ability to occasionally reach, stoop, kneel, crouch, and lift or carry items up to 30 lbs.

• Standard vision and hearing abilities are required.

🏝️ Benefits

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

• Full-time position, 40 hours per week.

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

• Company equipment will be shipped directly to you.

• Equipment provided by the company.

• Remote work opportunity available.

• EOE/Veterans/Disabled/LGBT employer.

• Participation in the E-Verify program.