Customer Service

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

📋 Description

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

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

• Handle a high volume of incoming calls efficiently.

• Operate without a script while maintaining control of calls.

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

• Utilize company and client resources effectively to manage calls.

• Recognize opportunities for upselling and cross-selling.

• Ensure customer satisfaction and uphold quality standards.

• Switch between tasks and manage multiple systems simultaneously.

• Complete all required training sessions.

• Communicate with patience and professionalism to foster rapport.

• Adhere to punctuality and attendance during scheduled hours.

• Maintain confidentiality and security in accordance with company policies.

• Cross-train as needed and undertake additional assigned responsibilities.

⛳️ Requirements

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

• At least 1 year of prior experience in a call center or office environment is necessary.

• A high school diploma or GED is preferred.

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

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

• Knowledge of CRM systems is an advantage.

• Previous experience working remotely is a plus.

• 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 old.

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

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

• Must reside in one of the following states: Alabama, Florida, Georgia, Idaho, Iowa, Indiana, Kansas, Louisiana, Michigan, Missouri, Mississippi, Nebraska, Nevada, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Texas, Tennessee, Utah, Virginia, West Virginia, Wisconsin, or Wyoming.

• Verified secure, reliable, and dedicated high-speed internet service is required.

• An established dedicated workspace with a desk, chair, electrical outlet, and direct LAN connection is necessary.

• Ability to effectively and independently utilize technology.

• Capacity to lift and/or carry loads of up to 30 lbs occasionally.

• Standard vision and hearing abilities are required.

🏝️ Benefits

• Paid training, generally lasting 3 weeks from 7:00am-4:00pm Monday-Friday (MST).

• Full-time position, consisting of 40 hours per week.

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

• Company-provided equipment sent directly to you.

• Opportunity for remote work.

• All necessary equipment supplied by the company.