Customer Service Representative - Digital First Publishing - Oregon

FlatWorld; Portland (OR); Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Disability insurance

Health insurance

Life insurance

Paid time off

Vision insurance

Work from home

Job summary

FlatWorld is hiring a remote Customer Service Representative to join our team, delivering exceptional service to faculty, students, and bookstores. You will be the first point of contact, resolving inquiries, processing orders, and collaborating with internal teams for insights.

Ideal candidates have 1–2 years of Tier-1 customer support experience, excellent communication, and the ability to work independently from a home office.

Qualifications

• 1–2 years of Tier-1 customer support experience.
• Ability to work remotely with minimal supervision.
• Strong communication and problem-solving abilities.

Responsibilities

• Provide clear, timely support via live chat, email and phone.
• Troubleshoot Tier-1 issues and follow up to ensure resolution.
• Process orders and registrations with bookstore managers.
• Retain customers by delivering outstanding service to faculty, students, and bookstores.
• Identify trends and escalate issues to appropriate teams.
• Follow company guidelines and improve processes.

Skills

Tier-1 support

Remote work

Strong communication

Problem solving

Tools

Live chat software

Email support

Phone support

Job description

We are FlatWorld and we are disrupting the Higher Education textbook industry.

About The Company

Our mission is to bring textbook prices back down to earth. College faculty and students are our customers. We make their lives easier by ensuring that students have access to our high-quality, digital-first textbooks, at prices they can afford.

Adoption of FlatWorld's affordable, high-quality digital-first textbooks and the online Homework system has grown tremendously: we have been the fastest growing publisher in our market for the past five years. We're looking for motivated individuals to join our Customer Service team and help support our continued growth.

About The Role

We are looking for a Customer Service Representative to join our team and play a key role in delivering exceptional service to our customers.

As the first point of contact for faculty, students, and bookstores, you will help resolve inquiries, process orders, and ensure a seamless experience with our products. You'll also collaborate with internal teams to provide valuable customer insights and contribute to our mission of making customer service a brand differentiator.

Responsibilities

• Provide clear, timely, and professional support via live chat, email, and phone
• Troubleshoot and resolve customer Tier-1 issues by diagnosing problems, offering solutions, and following up to ensure resolution
• Process bookstore orders, registrations and maintain open communication with bookstore managers to facilitate smooth transactions
• Support and retain existing customers by delivering outstanding service to faculty, students, and bookstores
• Identify and escalat customer trends, feedback, and recurring issues to the appropriate teams
• Follow company guidelines, communication procedures, and policies
• Take initiative in contributing to process improvements and customer experience enhancements
• Off-hours urgent faculty support
• Perform other duties as assigned

Requirements

• This is a remote (work from home) position, requiring a stable and secure Internet connection and the ability to work independently
• At least 1-2 years Tier-1 Customer Support experience
• Quick thinker and resourceful
• The role involves working at a computer for extended periods
• Reasonable accommodations can be made for individuals with disabilities

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home