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. 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 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 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 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

• Provide top-notch customer service to platform users, assisting with various inquiries and issues related to their accounts. • Answer incoming phone calls (Inbound) from customers in the U.S. • Oversee receiving chats to solve technical problems that clients propose. • Search the tools provided by the client for the solution to the problem. • Show soft skills to guide clients and adapt to clients' communication style with the right words. • Offer clear and accurate technical support to users, guiding them through troubleshooting steps and ensuring a smooth resolution to their problems. • Demonstrate a deep understanding of services and products, staying up to date with new features and updates.

• Garantizar la gestión integral de los servicios de facilities y de los procesos de administración de personal del proyecto, liderando la ejecución y control de contratos, servicios críticos, obligaciones laborales y requerimientos de los colaboradores, a fin de asegurar continuidad operativa, cumplimiento normativo, estándares de seguridad y calidad, y un entorno de trabajo ordenado y eficiente en campo. • Administrar integralmente los contratos de transporte terrestre del personal y visitantes, garantizando la disponibilidad, calidad, seguridad y cumplimiento de los niveles de servicio acordados. • Supervisar e inspeccionar los servicios y vehículos de transporte, identificando riesgos y verificando el cumplimiento de los estándares de seguridad, salud ocupacional y requisitos contractuales. • Gestionar los servicios de transporte aéreo nacional, asegurando la atención oportuna de los requerimientos operativos, el cumplimiento de las políticas corporativas y la calidad del servicio. • Administrar los servicios de hospedaje para trabajadores y visitantes, coordinando reservas, validando condiciones contractuales y asegurando el cumplimiento de tarifas y estándares de servicio establecidos. • Atender y coordinar los requerimientos de usuarios relacionados con hospedaje, transporte y otros servicios asignados, garantizando una atención eficiente y oportuna. • Gestionar la facturación, valorización y conformidad de los servicios bajo su responsabilidad, validando consumos, procesando aprobaciones (HES) y asegurando la correcta ejecución presupuestal. • Administrar y controlar los contratos y servicios de facilities asignados, asegurando el cumplimiento de las condiciones técnicas, económicas y contractuales, así como la mejora continua en la prestación de los servicios. • Supervisar el cumplimiento laboral de contratistas, realizando auditorías y controles periódicos para verificar la correcta aplicación de la normativa laboral, procedimientos internos y estándares corporativos establecidos por Statkraft. • Administrar integralmente los procesos de gestión de personal del proyecto, incluyendo contratación, adendas, administración de legajos, control documental, incidencias laborales, nómina y procesos de desvinculación, asegurando el cumplimiento de la legislación vigente y las políticas corporativas. • Brindar soporte y atención a los colaboradores, resolviendo consultas relacionadas con administración de personal, beneficios, políticas internas y otros temas laborales, promoviendo una experiencia positiva del colaborador. • Gestionar las relaciones laborales y la disciplina en campo, atendiendo conflictos laborales, aplicando medidas correctivas conforme a la normativa vigente y promoviendo un adecuado clima laboral. • Coordinar y asegurar el cumplimiento de las obligaciones laborales y regulatorias, atendiendo requerimientos de entidades fiscalizadoras, auditorías internas y externas, y garantizando la correcta implementación del Reglamento Interno de Trabajo. • Coordinar programas de incorporación, capacitación y bienestar, asegurando una adecuada inducción, formación y participación de los colaboradores en iniciativas de desarrollo y bienestar organizacional.

• Architect and execute a comprehensive higher education customer experience strategy to maximize gross retention, optimize the renewal lifecycle, and eliminate preventable churn across the portfolio. • Build a proactive growth motion that empowers the Customer Success team to recognize expansion signals, leverage adoption insights, and collaborate with Sales to capture institutional expansion opportunities. • Serve as an executive sponsor to build deep, trusted partnerships with university provosts, academic leaders, IT executives, and procurement teams, aligning Honorlock’s capabilities with broader institutional priorities. • Lead, coach, and develop a commercially minded Customer Experience team, instilling a culture of rigorous account planning, operational improvements, service enhancements, go-to-market strategy, strong executive presence, and continuous professional growth. • Partner with Revenue Operations to deploy scalable processes, playbooks, and dashboards that enhance CRM hygiene, renewal forecast accuracy, and real-time visibility into customer health metrics. • Represent and advocate for customer insights internally to collaborate with Product, Engineering, and Marketing, influencing roadmap priorities regarding AI, assessment quality, and accessibility. • Spearhead strategic customer storytelling, reference programs, case studies, and executive advisory boards to cultivate a loyal community of institutional advocates. • Flex into emerging strategic initiatives and special projects to iterate on our customer lifecycle design as Honorlock scales.