Customer Service M-F

Music lovers keep reading!  We're hiring Customer Service agents to support J.W. Pepper, the largest US sheet music and accessory retailer. You will help bands, choirs, and orchestras build upcoming concerts in schools, churches, and community groups. Join us and help keep our communities filled with song as you support customers who appreciate a helpful attitude and enthusiasm for music. You will support them on the phone and through email and chat.

Qualifications

• 1 year of Customer Service or customer support experience
• 1 year of previous call center or office background experience required
• A high school diploma or GED is preferred
• Technical savvy (able to toggle between multiple browsers & systems using dual monitors)
• Previous experience using Outlook, Word & Excel preferred
• Knowledge of CRM systems a plus
• Previous remote work from home experience a plus
• Quick learner and able to work independently
• Type 35 words per minute accurately
• Strong phone and verbal communication skills along with active listening
• Must be at least 18 years of age
• A background check and drug screen applicable with state and federal laws is required
• Must be able to speak, read, write and understand English

Responsibilities

• In this role, you’ll take the lead in addressing customer questions and concerns on all products and services through communication channels such as phone, email and chat
• Manage large amounts of inbound calls in a timely manner
• Able to work without a script and maintain call control
• Identify customers' needs, clarify information, research and provide solutions and/or alternatives
• Access company and client resources provided to accurately handle the call
• Identify upsell/cross-sell opportunities
• Actively participate in efforts to support customer satisfaction and maintain quality
• Skillfully change from one task to another without loss of efficiency or composure
• Ability to multi-task using multiple system pending the clients working environment
• Successfully complete all training sessions
• Effectively communicate with patience and understanding
• Remain positive and professional in all customer interactions
• Be available at your desk, maintaining punctuality and attendance at all scheduled times
• Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in all areas
• Flexibility to cross train as requested
• Maintain the utmost confidentiality and security as it pertains to Five Star Call Centers policies
• Perform other duties as assigned*

*Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Skills/Abilities

• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Maintaining composure in challenging situations
• Ability to use technology effectively and productively
• Regularly required to sit
• Regularly required to use hands to feel, handle and control objects
• Occasionally required to reach, stoop, kneel, or crouch
• Occasionally required to lift and/or carry loads of up to 30 lbs
• All standard vision abilities are required
• All standard hearing abilities are required

Pay & Benefits

• Starting pay - $14/hr plus shift differential(extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance 
• Shifts between 8:00am-6:00pm (EST) ; Work Days - M-F 
• Paid Training - typically 4 weeks in length from 9:00am-6:00pm Mon-Fri (EST)
• Status - Full Time 40 hours, Benefit eligible 1st of month after 60 days - click to see benefits-at-a-glance 

Equipment Provided Option - Equipment will be shipped to you.  

• Must have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.) Company will provide equipment

The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job.  Click here to read the full description.

NOT YOUR ORDINARY CALL CENTERᵀᴹ

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