The Pepper Difference

Our National Customer Service Center

October 19, 2012

Ever wonder who’s on the other end of your phone call, email, fax, or mail order when you contact J.W. Pepper?  Ever wonder who staffs these areas for 12 ½ hours a day and 10 hours on Saturdays?  We are extremely fortunate to have many dedicated employees with a lot of experience, passion and drive to help you with your music needs.

When the department was created in the fall of 1981, most orders were placed through the mail, which was quickly enhanced by toll-free phone calls.  Now emails and web orders drive a large portion of our business.

The WATS (Wide Area Telephone Service) department years later became Service Assurance, which placed a stronger emphasis on customer service.  The current name, Customer Service Representatives (better known as CSR), handles all different types of customer orders, issues, and details.  No matter what the name, the focus has always remained the same:  to provide the best customer service experience possible.

Our staff members come into the department with solid musical education, music experience or customer service backgrounds.  With thirty-two people split between our Paoli, Pennsylvania and Grand Rapids, Michigan offices, we collectively have just shy of 300 total years’ worth of experience!  It takes eleven shifts and sixteen lunch periods to maximize their available time for customers.  At peak times of the year, employees from our national headquarters and Regional Marketing Centers provide additional support to manage the spikes in customer contact volume.

When you need us, we are available Monday through Friday 8:00 a.m. – 8:30 p.m. Eastern Time, and on Saturdays from 9:00 a.m. – 7:00 p.m. Eastern Time at 1-800-345-6296.  However, reaching us 24/7 through jwpepper.com, satisfaction@jwpepper.com, voicemail or by fax at 1-800-260-1482 are always additional options.

In addition to total customer coverage, the department handles many different tasks, all relating to customer service.  We interface with customers through phone calls, mail, fax, voicemail, emails, web orders, technical support, library orders, and Wingert-Jones Publishing.

So the next time you contact us, we hope this gives you a better picture of the diverse demands our customer service representatives are prepared to handle, all in the interest of serving you, our customer.

 

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