Customer Service Mon-Fri

Five Star Solutions•Fishers, IN

1d•Remote

About The Position

Five Star Solutions is hiring customer service agents to support J.W. Pepper, the largest U.S. sheet music and accessory retailer. Agents help bands, choirs, and orchestras prepare for concerts in schools, churches, and community groups by assisting customers who contact the company by phone, email, and chat. This is a remote position available to people residing in the listed states: Alabama, Florida, Georgia, Idaho, Iowa, Indiana, Kansas, Louisiana, Michigan, Missouri, Mississippi, Nebraska, Nevada, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Texas, Tennessee, Utah, Virginia, West Virginia, Wisconsin, and Wyoming. The role is full-time, 40 hours per week, 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, 9:00 a.m. to 6:00 p.m. Eastern Time. The position pays $15 per hour and is benefit eligible on the first day of the month after 60 days. The company ships equipment to employees. 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. Five Star Solutions values diversity, is an equal opportunity employer, and participates in E-Verify. Artificial intelligence tools may support parts of the hiring process, but final hiring decisions are made by humans.

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.
Ability to use technology effectively and productively while working independently, including toggling between multiple browsers and systems using dual monitors.
Ability to learn quickly and work independently.
Customer focus and adaptability to different personality types.
Ability to maintain composure in challenging and complex situations.
Must be at least 18 years of age.
Must speak, read, write, and understand English.
Must pass a background check and drug screen, as applicable with 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.

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 use multiple systems without losing efficiency or composure.
Complete all training sessions successfully.
Communicate patiently and understandingly to build rapport.
Remain positive and professional in customer interactions.
Be available at the desk and maintain punctuality and attendance at scheduled times.
Apply ethics, honesty, initiative, flexibility, responsibility, and confidentiality in all areas.
Cross-train as requested.
Maintain confidentiality and security in accordance with Five Star Solutions policies.
Perform other duties as assigned.