Note: The job is a remote job and is open to candidates in USA. Five Star Solutions is hiring customer service agents to support J.W. Pepper, the largest US sheet music and accessory retailer. The role involves addressing customer questions and concerns through various communication channels while ensuring customer satisfaction and maintaining quality.

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*

Skills

• 1 year of customer service or customer support experience
• 1 year of previous call center or office background experience required
• Technical savvy (able to toggle between multiple browsers & systems using dual monitors)
• Quick learner and able to work independently
• 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
• Strong phone and verbal communication skills along with active listening through multiple channels
• Customer focus and adaptability to different personality types
• Maintaining composure in challenging and complex situations
• Ability to use technology effectively and productively independently
• 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
• A high school diploma or GED is preferred
• Previous experience using Outlook, Word & Excel preferred
• Knowledge of CRM systems a plus
• Previous remote work from home experience a plus

Benefits

• Equipment will be shipped to you.
• Company will provide equipment

Company Overview