Customer Service M-F (Music Lovers)

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

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

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

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

Required Skills/Abilities

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

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 7:00am-5:00pm (CST) ; Work Days - M-F
• Status - Full Time 40 hours, Benefit eligible 1st of month after 60 days - click to see benefits-at-a-glance
• Paid Training - typically 3 weeks in length from 8:00am-5:00pm Mon-Fri (CST)

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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