Customer Service

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

📋 Description

• Assist J.W. Pepper clients, such as bands, choirs, and orchestras, with inquiries about products and services.

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

• Handle a high volume of inbound calls promptly.

• Operate without a script while maintaining effective call management.

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

• Utilize company and client resources to manage calls accurately.

• Identify opportunities for upselling and cross-selling.

• Promote customer satisfaction and uphold quality standards.

• Transition smoothly between tasks and multitask across various systems.

• Complete all training programs successfully.

• Communicate with empathy and understanding to establish rapport.

• Ensure positive and professional interactions with customers.

• Stay available at your workstation while maintaining punctuality and attendance.

• Adhere to confidentiality and security protocols in line with Five Star Solutions policies.

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

⛳️ Requirements

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

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

• High school diploma or GED is preferred.

• Technologically adept, with the ability to navigate multiple browsers and systems using dual monitors.

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

• Familiarity with CRM systems is a plus.

• Previous experience working remotely is advantageous.

• Quick learner capable of working independently.

• Strong verbal communication skills and active listening abilities are essential.

• Must be at least 18 years old.

• Background checks and drug screenings are required as per state and federal regulations.

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

• Candidates 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.

• A secure, reliable, and dedicated high-speed internet connection is mandatory.

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

• Ability to effectively and productively utilize technology independently.

• Must be able to regularly sit and use hands to handle, feel, and control objects.

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

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

• Standard vision and hearing capabilities are necessary.

🏝️ Benefits

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

• Full-time position with 40 hours per week.

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

• Company-provided equipment shipped directly to you.

• Remote work setup.

• Participation in the employee assistance program and EOE employer status.