Contact Center Tier 2 Agent

Company Overview:

Join our dynamic team and be a part of a company that values exceptional customer service and innovation. J.W. Pepper is the world’s largest sheet music retailer and supports directors, composers, and musicians all over the globe. Founded in 1876, J.W. Pepper has fostered tremendous market presence, customer loyalty, and brand awareness during our 148 years of service to the music industry. We are seeking a dedicated and detail-oriented Contact Center Tier 2 Agent to support our customer service team and ensure a seamless experience for our customers.

Job Description:

As a Contact Center Tier 2 Agent, you will play a critical role in supporting our Tier 1 staff by handling more complex customer inquiries and escalated issues via phone and email. You will also manage various operational tasks, including monitoring order queues to ensure accuracy and timely processing. This role is ideal for someone who is proactive, detail-oriented, and passionate about delivering excellent customer service.

Key Responsibilities:

• Respond to escalated customer service tickets from Tier 1 agents, providing solutions and follow-up support.
• Handle phone calls related to billing, technical support, and general inquiries.
• Maintain accurate logs of errors and drop shipments.
• Ensure all service level agreements (SLAs) are met in relation to customer and internal communications.
• Manage customer correspondence regarding credit card authorization failures, ensuring timely follow-up.
• Oversee Contact Center email communications with customers, ensuring responses are sent within 24 hours.
• Assist with non-standard tickets requiring internal coordination and customer follow-up.
• Monitor and manage order processing queues, including fraud checks and order corrections.
• Communicate effectively with supervisors and managers about ongoing issues or potential improvements.

Requirements

• Previous experience in a contact center or customer service role.
• Strong communication skills, both verbal and written.
• Ability to handle complex customer issues with professionalism and empathy.
• Detail-oriented with the ability to manage multiple tasks and priorities
• Familiarity with billing systems, technical support, and order processing is a plus.
• Familiarity with music composition, composers, music theory, music related accessories, etc. is also a plus.

Benefits

Why Join Us?

• Opportunity to grow within a dynamic and fast-paced environment.
• Work alongside a supportive team that values collaboration and innovation.
• Competitive salary and benefits package. Starting pay range is $18-$20, commensurate with experience.

Full-Time Positions include:

• Medical / Dental / Vision Benefits
• Paid holidays and vacation following company schedule.
• 401K during enrollment period

J.W. Pepper & Son provides equal employment opportunity for everyone regardless of age, sex, color, race, creed, sexual orientation, national origin, religious persuasion, marital status, veteran status, disability that does not prohibit the performance of essential job functions with or without reasonable accommodation, or other classifications protected by applicable federal, state or local law.