Customer Service

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

📋 Description

• Assist J.W. Pepper customers, including bands, choirs, and orchestras, through phone, email, and chat communications.

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

• Efficiently handle a high volume of incoming calls.

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

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

• Utilize company and client resources to effectively manage calls.

• Recognize upselling and cross-selling opportunities.

• Ensure customer satisfaction and uphold quality standards.

• Manage multiple systems and seamlessly switch between tasks.

• Complete all required training sessions.

• Communicate with patience and professionalism to foster rapport.

• Adhere to punctuality and attendance during scheduled work hours.

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

• Participate in cross-training as needed and perform additional assigned responsibilities.

⛳️ Requirements

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

• At least 1 year of previous 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.

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

• Knowledge of CRM systems is a plus.

• Prior remote work-from-home experience is a plus.

• Quick learner with the ability to work independently.

• Strong verbal communication skills on the phone with active listening capabilities.

• Must be at least 18 years old.

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

• Must be 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.

• Must have a verified, secure, reliable, dedicated high-speed internet service and a designated work area equipped with a desk, chair, electrical outlet, and direct LAN connection.

• Regularly required to sit and use hands for feeling, handling, and controlling objects.

• Occasionally required to reach, stoop, kneel, crouch, and lift or carry loads up to 30 lbs.

• Standard vision and hearing capabilities are necessary.

🏝️ Benefits

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

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

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

• Company-provided equipment will be shipped to your location.

• Opportunity for remote work.

• Equipment support for a secure, reliable, dedicated high-speed internet connection and an established dedicated work area.