Customer Service Mon-Fri

Qualifications

• 1 year of previous call center or office background experience required
• 1 year of customer service or customer support experience
• 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
• Able to multi-task using multiple system pending the clients working environment
• Effectively communicate with patience and understanding to build rapport
• Remain positive and professional in all customer interactions
• Be available at your desk, maintaining punctuality and attendance at all scheduled times
• Flexibility to cross train as requested
• Maintain the utmost confidentiality and security as it pertains to Five Star Solutions policies
• Perform other duties as assigned

Pay

This is a remote position for those that reside in AL, GA, ID, IA, IN, KS, LA, MI, MS, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, WY. Starting pay is $14/hr plus shift differential (extra $1/hr nights & wkds) and possible increase after 90 days pending attendance and performance.

Schedule

Shifts between 9:00am-6:00pm (EST); Work Days - M-F

Benefits

Status - Full Time 40 hours, Benefit eligible 1st of month after 60 days

About the Role

We are not a staffing firm or agency. Resonance CX Partners does not hire for these positions—we identify and validate them from customer-focused organizations directly. 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.