Customer Service Mon-Fri

Five Star Solutions•Baton Rouge, LA

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 such as bands, choirs, and orchestras with questions about products and services through phone, email, and chat. The 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. The role is full-time, 40 hours per week, with shifts between 8:00 a.m. and 5:00 p.m. Central Time, Monday through Friday. Paid training typically lasts three weeks and runs Monday through Friday from 8:00 a.m. to 5:00 p.m. Central Time. The position pays $15 per hour. Benefits begin on the first day of the month after 60 days of employment. Equipment is shipped to the employee. Employees must have verified, secure, reliable, dedicated high-speed internet and a dedicated work area with a desk, chair, electrical outlet, and direct LAN connection. A background check and drug screen are required as applicable under state and federal law. Five Star Solutions is an equal opportunity employer, including Veterans, Disabled, and LGBT candidates, and participates in E-Verify. The company may use AI tools to assist with parts of recruitment, but final hiring decisions are made by people.

Requirements

At least 1 year of customer service or customer support experience.
At least 1 year of previous call center or office background experience.
Must be at least 18 years of age.
Must be able to speak, read, write, and understand English.
Strong phone and verbal communication skills and active listening across multiple channels.
Customer focus and adaptability to different personality types.
Ability to maintain composure in challenging and complex situations.
Ability to use technology effectively and productively while working independently.
Ability to toggle between multiple browsers and systems using dual monitors.
Ability to learn quickly and work independently.
Must have verified, secure, reliable, dedicated high-speed internet that supports business needs.
Must have an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.
A background check and drug screen are required as applicable with state and federal laws.

Nice To Haves

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

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 control of calls.
Identify customer 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 systems efficiently while maintaining composure.
Complete all training sessions successfully.
Communicate patiently and understandingly to build rapport with customers.
Remain positive and professional in customer interactions.
Maintain punctuality and attendance and be available at the desk during scheduled times.
Apply ethics, honesty, initiative, flexibility, responsibility, and confidentiality in all work.
Cross-train as requested.
Maintain confidentiality and security in accordance with Five Star Solutions policies.
Perform other duties as assigned.