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)
Requirements:
Address customer questions and concerns through phone, email, and chat
Manage large amounts of inbound calls in a timely manner
Identify customers' needs, clarify information, and provide solutions
Actively participate in efforts to support customer satisfaction and maintain quality
Job description
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
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*
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
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
Five Star Solutions values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program.
