Customer Service

This is a fully remote position, open to applicants in Alabama, +24 more states.

📋 Description

• Assist J.W. Pepper, the largest sheet music and accessory retailer in the US.

• Support bands, choirs, and orchestras in organizing upcoming concerts at schools, churches, and community organizations.

• Respond to customer inquiries 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 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 opportunities.

• Engage in customer satisfaction and quality initiatives.

• Switch between various tasks and multitask across multiple systems efficiently.

• Complete all required training sessions.

• Communicate with patience and professionalism to foster rapport.

• Ensure punctuality and adherence to attendance schedules.

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

• Participate in cross-training as needed.

• Execute additional responsibilities as assigned.

⛳️ Requirements

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

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

• High school diploma or GED is preferred but not mandatory.

• Proficient in technology, including navigating multiple browsers and systems using dual monitors.

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

• Knowledge of CRM systems is an advantage.

• Prior experience working remotely from home is a plus.

• Quick learner capable of working 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 laws.

• Proficient in speaking, reading, writing, and understanding English.

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

• Secure and reliable high-speed internet connection is required.

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

• Strong communication skills and adaptability to various personality types.

• Ability to maintain composure in challenging and complex situations.

• Capability to effectively use technology independently and productively.

• Ability to sit for extended periods and use hands for handling and controlling objects.

• Capability to occasionally reach, bend, kneel, crouch, lift, or carry loads up to 30 lbs.

• Standard vision and hearing capabilities are required.

🏝️ Benefits

• Paid training program, generally lasting 3 weeks from 8:00 am to 5:00 pm Monday to Friday (CST).

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

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

• Equipment will be shipped directly to you.

• Company-provided equipment for your use.

• Remote work arrangement available.