Role 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 Requirements - 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 systems 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 Benefits - 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 - Starting pay - $14/hr plus shift differential (extra $1/hr nights & weekends) and possible increase after 90 days pending attendance and performance - Shifts between 8:00am-5:00pm (CST); Work Days - M-F - Paid Training - typically 3 weeks in length from 8:00am-5:00pm Mon-Fri (CST) - Status - Full Time 40 hours, Benefit eligible 1st of month after 60 days

Role Description Frogfoot is in search of a Customer Service Agent to join the Customer Experience team. This role is perfect for someone who enjoys providing exceptional customer service by showing empathy, actively listening, and offering effective solutions to customer queries. Success in this role requires excellent communication skills and a strong commitment to resolving customer issues promptly, professionally, and with a positive customer experience in mind. Key Responsibilities - Provide exceptional customer service by responding promptly and professionally to customer enquiries across phone, email, voice, and chat channels. - Maintain a positive, empathetic, and professional attitude toward customers at all times. - Acknowledge, investigate, and resolve customer complaints efficiently. - Deliver fast and effective resolutions while ensuring a smooth and supportive customer experience. - Build customer loyalty and act as a customer advocate and brand ambassador. - Inform customers about products, services, and solutions relevant to their needs. - Keep accurate records of customer interactions, queries, and complaints. - Collaborate and coordinate with colleagues and other departments to ensure customer issues are resolved effectively. - Provide feedback to help improve customer service processes and overall customer satisfaction. - Demonstrate attentiveness, empathy, and patience when serving customers, even in situations involving challenging or rude behaviour. Qualifications - Grade 12/ Matric. - Customer Service or Contact Centre certification (advantageous). - Technical or telecom-related short courses (advantageous), such as: - CompTIA A+ or N+. - Networking basics. - Fibre or ISP-related training. - Ability to learn product and service information quickly and confidently. - 1–2 years of customer service experience, preferably in a call centre, helpdesk, ISP, or telecommunications environment. - Experience dealing with customers across multiple channels (phone, email, chat, voice). - Experience handling customer complaints, escalations, or problem resolution. - Experience working in a performance-driven environment with customer satisfaction targets (e.g., CSAT, FCR). - Experience documenting customer interactions and following structured workflow processes. Skills That Will Help You Succeed - Excellent communication skills, including active listening and clear verbal and written communication. - Strong problem-solving skills with an ability to suggest effective solutions. - Service-oriented mindset with the ability to manage customer grievances professionally. - Ability to learn product and service information quickly. - Ability to stay calm, patient, and in control during challenging customer interactions. - Ability to document information accurately and follow processes consistently. - Persuasive speaking skills and the ability to use positive language to build trust. Qualities We Value at Frogfoot - A people-first attitude and genuine empathy for customers. - Strong problem-solving ability and a proactive approach. - High levels of personal and professional ethics. - Adaptability and willingness to adjust in a fast-paced environment. - Clear and confident communication skills. - Self-control, patience, and the ability to manage stressful or confrontational interactions. - Taking responsibility and ownership of customer issues from start to completion.

• Continuous learning of the product and its verticals (POS, Cashless, Box Office, etc.), as well as the context of each market, promoter, and venue. • Proactive management of relationships with promoters and venues to optimize their use of the platform. • Agile and efficient use of internal and external tools (Slack, Google Workspace, HubSpot, Aircall, Notion, etc.) guaranteeing compliance with the department's SLAs. • Analysis and optimization of client configurations to detect bottlenecks and improve performance and end-user experience. • Clear and documented internal communication to ensure correct escalation of incidents and continuity between shifts. • Active collaboration with Product and Engineering teams to report bugs, suggest improvements, and drive product evolution. • Accurate identification of customer needs and implementation of effective, simple, and scalable solutions.

Role Description Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to: - Race - Color - Creed - Religion - Sex - Sexual orientation - Gender identity or expression - Pregnancy - Age - National origin - Citizenship status - Disability status - Genetic information - Protected veteran status - Any other characteristic protected by law Company Description Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in: - Digital strategy - Experience design - Engineering We work with a wide range of clients across many industries including: - Financial services - Professional services - Telecommunications and media - Consumer products - Automotive - Industrial automation - Professional sports and entertainment - Life sciences - Ecommerce - Education