Customer Service Mon-Fri

Five Star Solutions•El Paso, TX

19h•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, and orchestras prepare for upcoming concerts by assisting customers 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. Company equipment will be shipped 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. This is a full-time, 40-hour-per-week position. Shifts are between 9:00 a.m. and 6:00 p.m. Eastern Time, Monday through Friday. Paid training typically lasts three weeks and runs Monday through Friday from 9:00 a.m. to 6:00 p.m. Eastern Time. The position is benefit-eligible beginning the first of the month after 60 days. Pay is $15 per hour. Five Star Solutions states that it values diversity and is committed to cultivating a professional, diverse workforce. It is an equal opportunity employer and participates in E-Verify. AI 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.
At least 18 years of age.
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 and work independently.
Ability to toggle between multiple browsers and systems using dual monitors.
Must have verified, secure, reliable, dedicated high-speed internet to support business needs.
Must have an established dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.
Must successfully complete required training sessions.
A background check and drug screen are required in accordance with applicable state and federal laws.

Nice To Haves

A high school diploma or GED is preferred.
Previous experience using Outlook, Word, and Excel is 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 through phone, email, and chat.
Manage large amounts 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.
Move between tasks efficiently and maintain composure.
Multitask using multiple systems according to the client’s working environment.
Complete all training sessions successfully.
Communicate patiently and empathetically to build rapport.
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.