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 product and service inquiries.

• Respond to customer inquiries and issues via phone, email, and chat.

• Handle a high volume of incoming calls promptly.

• Operate without a script while maintaining control over calls.

• Assess customer needs, clarify details, research, and offer solutions or alternatives.

• Utilize company and client resources to effectively manage calls.

• Recognize upsell and cross-sell potential.

• Ensure customer satisfaction and uphold quality standards.

• Switch between tasks seamlessly and manage multiple systems concurrently.

• Complete all required training sessions.

• Communicate with patience and foster rapport with customers.

• Maintain a positive and professional demeanor in all interactions.

• Adhere to punctuality and attendance requirements.

• Uphold confidentiality and security in line with company policies.

• Participate in cross-training as needed.

• 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, capable of navigating multiple browsers and systems using dual monitors.

• Familiarity with Outlook, Word, and Excel is preferred.

• Knowledge of CRM systems is advantageous.

• Previous experience working remotely is a plus.

• Quick to learn and capable of working independently.

• Strong verbal communication skills along with active listening capabilities.

• Must be at least 18 years old.

• Background check and drug screening are required, in accordance with state and federal laws.

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

• 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.

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

• Must have an established dedicated workspace, including a desk, chair, electrical outlet, and direct LAN connection.

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

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

• Standard vision and hearing capabilities are required.

🏝️ Benefits

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

• Full-time position, 40 hours per week.

• Eligibility for benefits begins on the first of the month following 60 days of employment.

• Company equipment will be shipped to you.

• All necessary equipment provided by the company.

• Opportunity for remote work.

• Equal Opportunity Employer for Veterans, Disabled individuals, and the LGBT community.

• Participation in the E-Verify program.