Customer Service

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

📋 Description

• Provide assistance to J.W. Pepper customers, including bands, choirs, and orchestras, via phone, email, and chat.

• Respond to customer inquiries and concerns regarding products and services.

• Handle a high volume of incoming calls efficiently.

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

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

• Utilize company and client resources to manage calls effectively.

• Recognize upselling and cross-selling opportunities.

• Foster customer satisfaction and uphold quality standards.

• Adapt quickly between tasks and manage multiple systems concurrently.

• Successfully complete all required training sessions.

• Communicate with patience and clarity to establish rapport.

• Maintain a positive and professional demeanor in customer interactions.

• Adhere to punctuality and attendance at scheduled times.

• Safeguard confidentiality and security in accordance 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 environment is required.

• A high school diploma or GED is preferred.

• Technically 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.

• Prior experience working remotely from home is advantageous.

• Quick learner capable of working independently.

• Strong verbal communication skills and active listening abilities over the phone.

• Must be at least 18 years old.

• Background checks and drug screenings are required in compliance with state and federal laws.

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

• Availability to work Monday through Friday during shifts from 8:00 am to 5:00 pm CST.

• Must reside in one of the designated eligible U.S. states.

• Reliable, secure, dedicated high-speed internet service is required.

• Established workspace with a desk, chair, electrical outlet, and direct LAN connection.

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

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

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

• Standard vision abilities are required.

• Standard hearing abilities are required.

🏝️ Benefits

• Paid training, usually 3 weeks long, from 8:00 am to 5:00 pm Monday through Friday (CST).

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

• Benefits begin on the first day of the month following 60 days of employment.

• Equipment will be shipped directly to you.

• Company-provided equipment for your use.

• Remote work opportunity available.

• Equal Opportunity Employer (EOE), welcoming Veterans, Disabled individuals, and the LGBTQ+ community.

• Participation in the E-Verify program.