Customer Service Mon-Fri

Five Star Solutions•Norman, OK

4d•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 with questions about products and services through phone, email, and chat. This remote position is available to candidates 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 weekday shifts scheduled between 8:00 a.m. and 5:00 p.m. Central Time. Paid training typically lasts three weeks and takes place Monday through Friday from 8:00 a.m. to 5:00 p.m. Central Time. The position pays $15 per hour and is benefit eligible beginning on the first of the month after 60 days. 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.

Requirements

At least one year of customer service or customer support experience.
At least one 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, and to use technology effectively and productively.
Must be at least 18 years of age.
Must be able to speak, read, write, and understand English.
Must pass a background check and drug screen as applicable under state and federal laws.
Must have verified, secure, reliable, dedicated high-speed internet and a 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, crouch, and lift or carry loads up to 30 lbs; standard vision and hearing abilities are required.

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 via 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.
Access 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 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 and maintain confidentiality and security in accordance with Five Star Solutions policies.
Perform other duties as assigned.