Customer Service

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

📋 Description

• Provide support for J.W. Pepper, the largest sheet music and accessory retailer in the US.

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

• Handle a high volume of inbound calls efficiently.

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

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

• Utilize company and client resources to address calls accurately.

• Recognize upsell and cross-sell opportunities.

• Enhance customer satisfaction while ensuring quality service.

• Transition between tasks and manage multiple systems without sacrificing efficiency or composure.

• Complete all training sessions as required.

• Communicate with patience and professionalism to foster rapport.

• Adhere to punctuality and attendance at scheduled times.

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

• Participate in cross-training as requested.

• Carry out other assigned duties as necessary.

⛳️ 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.

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

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

• Familiarity with CRM systems is a plus.

• Experience working remotely from home is advantageous.

• Quick to learn and able to work independently.

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

• Must be at least 18 years of age.

• Background check and drug screening as required by state and federal laws.

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

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

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

• Ability to effectively use technology independently and productively.

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

• Ability to occasionally reach, stoop, kneel, or crouch.

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

• Standard vision and hearing capabilities are required.

🏝️ Benefits

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

• Full-time position, 40 hours per week.

• Benefits eligibility begins on the first of the month after 60 days of employment.

• Company-provided equipment shipped directly to you.

• Opportunity to work remotely.

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

• Participation in the E-Verify program.