Customer Service Mon-Fri

Five Star Solutions•Fargo, ND

5d•Remote

About The Position

Five Star Solutions is hiring remote customer service agents to support J.W. Pepper, the largest U.S. sheet music and accessory retailer. Agents help customers—including bands, choirs, and orchestras—prepare for concerts in schools, churches, and community groups. Customer support is provided by phone, email, and chat. This position is remote for applicants residing 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. This is a full-time, 40-hour-per-week role with workdays Monday through Friday and shifts between 8:00 a.m. and 5:00 p.m. Central Time. Paid training is typically three weeks, Monday through Friday from 8:00 a.m. to 5:00 p.m. Central Time. Equipment is provided and shipped to the employee. Employees must have verified, secure, reliable, dedicated high-speed internet and an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection. The role pays $15 per hour and is benefit-eligible on the first day of the month after 60 days. Five Star Solutions values diversity and is committed to building a professional, diverse workforce. The company is an equal opportunity employer for veterans, people with disabilities, and LGBT applicants, and participates in E-Verify. AI tools may support parts of the hiring process, but final hiring decisions are made by humans.

Requirements

At least 1 year of customer service or customer support experience.
At least 1 year of previous call center or office background experience.
Strong phone and verbal communication skills, active listening, and the ability to communicate through multiple channels.
Customer focus and adaptability to different personality types.
Ability to maintain composure in challenging and complex situations.
Ability to learn quickly and work independently.
Technical ability to switch between multiple browsers and systems using dual monitors.
Must be at least 18 years of age.
Must be able to speak, read, write, and understand English.
A background check and drug screen are required, consistent with applicable state and federal laws.
Must have verified, secure, reliable, dedicated high-speed internet and an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.
Regularly required to sit and use hands to feel, handle, and control objects; occasionally required to reach, stoop, kneel, or crouch; occasionally required to lift or carry up to 30 pounds.
All standard vision and hearing abilities are required.

Nice To Haves

High school diploma or GED is preferred.
Previous experience using Outlook, Word, and Excel is preferred.
Knowledge of CRM systems is a plus.
Previous remote work-from-home experience is a plus.
Enthusiasm for music.

Responsibilities

Address customer questions and concerns about products and services by phone, email, and chat.
Manage large volumes of inbound calls in a timely manner.
Work without a script while maintaining call control.
Identify customers’ needs, clarify information, research issues, and provide solutions or alternatives.
Use company and client resources to handle calls accurately.
Identify upsell and cross-sell opportunities.
Participate in efforts to support customer satisfaction and maintain quality.
Switch between tasks and multitask across systems without losing efficiency or composure.
Complete all training sessions successfully.
Communicate patiently and understandingly to build rapport, and remain positive and professional in customer interactions.
Maintain punctuality, attendance, and availability at the desk during scheduled times.
Apply ethics, honesty, initiative, flexibility, responsibility, and confidentiality in all areas of work.
Cross-train as requested.
Maintain confidentiality and security in accordance with Five Star Solutions policies.
Perform other duties as assigned.