Customer Service Mon-Fri
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 the listed eligible states. Company 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. This is a full-time, 40-hour-per-week position, with shifts scheduled between 9:00 a.m. and 6:00 p.m. Eastern Time, Monday through Friday. Paid training is typically three weeks long and runs Monday through Friday from 9:00 a.m. to 6:00 p.m. Eastern Time. The role pays $15 per hour. The position is benefit-eligible on the first day of the month after 60 days.
Requirements
- At least one year of customer service or customer support experience.
- At least one 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, active listening, customer focus, and adaptability to different personality types.
- Ability to maintain composure in challenging and complex situations.
- Ability to use technology effectively and productively, work independently, learn quickly, and toggle between multiple browsers and systems using dual monitors.
- 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 laws.
Nice To Haves
- High school diploma or GED.
- Previous experience using Outlook, Word, and Excel.
- Knowledge of CRM systems.
- Previous remote work-from-home experience.
Responsibilities
- Address customer questions and concerns about products and services through phone, email, and chat.
- Manage large volumes of inbound calls in a timely manner.
- Work without a script while maintaining call control.
- 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 multitask across systems without losing efficiency or composure.
- Complete all training sessions successfully.
- Communicate patiently and understandingly to build rapport, remaining 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 areas of work.
- Cross-train as requested.
- Maintain confidentiality and security in accordance with Five Star Solutions policies.
- Perform other duties as assigned.
Benefits
- Company-provided equipment.
- Paid training, typically three weeks in length.
- Benefit eligibility beginning the first day of the month after 60 days.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
