Customer Service Mon-Fri

Five Star Solutions•Orlando, FL

17h•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 upcoming concerts by assisting customers through phone, email, and chat. This full-time role is available to residents of 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, and WY. The position pays $15 per hour and offers 40 hours per week. Shifts are between 9:00 a.m. and 6:00 p.m. Eastern Time, Monday through Friday. Paid training typically lasts three weeks and follows the same weekday hours. The position is benefit-eligible on the first day of the month after 60 days. The company provides equipment, which will be shipped to the employee. The employee 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. Five Star Solutions is an equal opportunity employer and participates in E-Verify. The company may use AI tools to assist with parts of hiring, but final 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.
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.
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 and a dedicated work area with a desk, chair, electrical outlet, and direct LAN connection.
Must pass a background check and drug screen conducted in accordance with applicable state and federal laws.
Regularly able to sit and use hands to feel, handle, and control objects; occasionally able to reach, stoop, kneel, crouch, and lift or carry loads up to 30 lbs.
All standard vision and hearing abilities are required.

Nice To Haves

High school diploma or GED preferred.
Previous experience using Outlook, Word, and Excel 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 volumes of inbound calls in a timely manner.
Handle calls 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.
Support customer satisfaction and maintain quality.
Transition between tasks and systems efficiently while maintaining composure.
Complete all training sessions successfully.
Communicate patiently and clearly 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 and perform other duties as assigned.
Maintain confidentiality and security in accordance with Five Star Solutions policies.