Customer Service Mon-Fri

Five Star Solutions•Phenix City, AL

14h•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 bands, choirs, orchestras, schools, churches, and community groups by responding to customer questions about products and services over the phone, email, and chat. The position is remote for people who reside 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 company ships equipment; employees must have verified, secure, reliable, dedicated high-speed internet and an established dedicated workspace with a desk, chair, electrical outlet, and direct LAN connection. The role pays $15 per hour and is full time at 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, Monday through Friday, from 8:00 a.m. to 5:00 p.m. Central Time. Benefits eligibility begins on the first of the month after 60 days. A background check and drug screen are required, as applicable under state and federal laws. Five Star Solutions is an equal opportunity employer and participates in E-Verify. The company may use AI tools to 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.
At least 18 years of age.
Must speak, read, write, and understand English.
Strong phone and verbal communication skills and active listening across multiple channels.
Customer focus and ability to adapt to different personality types.
Ability to maintain composure in challenging and complex situations.
Technical ability to switch 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 a dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.
Regularly sit and use hands to feel, handle, and control objects; occasionally reach, stoop, kneel, crouch, and lift or carry up to 30 lbs.
Standard vision and hearing abilities are required.
Must successfully complete training.
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 by phone, email, and chat.
Manage large volumes of inbound calls in a timely manner.
Handle calls without a script while maintaining control of the conversation.
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 multiple systems efficiently while maintaining composure.
Complete all training sessions successfully.
Communicate patiently and with understanding 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 work.
Cross-train as requested.
Maintain confidentiality and security in accordance with Five Star Solutions policies.
Perform other duties as assigned.