Customer Support Specialist

F.A. Davis Company; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 42,000 - 52,000; Full time

Benefits offered by this job

Remote work

Half-day Fridays

Generous PTO

Life insurance

Wellness program

Family benefits

Education reimbursement

Top Workplace

Job summary

F.A. Davis is seeking a customer care/technical support professional to join our team in a remote-capable role serving instructors and students in nursing and health sciences.

You will handle phone, email, and electronic orders within 24 hours, resolve inquiries with professionalism, and communicate across departments to ensure accurate information and timely support for customers nationwide. A strong service ethic, multitasking ability, and proficiency with MS Office are essential, along with a

Qualifications

• 2+ years’ customer care and/or technical support experience preferred.
• Professional and courteous Customer Service etiquette.
• Proficiency in MS Office.
• Ability to manage multiple devices, applications and software programs simultaneously.
• Proactively resolve concerns in a prompt, courteous, and professional manner.
• Strong organizational, communication, and time management skills to work in a team environment.

Responsibilities

• Ensure product knowledge remains current.
• Manage phone, email, and electronic orders and inquiries within 24 hours.
• Communicate professionally with instructors and students to happily resolve inquiries.
• Effectively resolve technical support inquiries regarding products while educating customers.
• Maintain organized email and electronic filing system for references and reports.
• Assist with special projects and reports as needed.

Skills

Customer care

Technical support

MS Office

Multitasking

Problem-solving

Communication skills

Tools

MS Office Suite

Job description

F.A. Davis (FAD) is one of the oldest independent, family-managed publishing houses in America. Since 1879, we have been meeting the needs of Nursing, Medical, and Health Science professionals seeking information of the highest quality. F.A. Davis carries on that tradition through its digital, print, and online products for students, educators, and clinicians in Nursing and the Health Sciences around the globe.

Our Values:

Customer Service:

Providing the highest level of customer service is something we pride ourselves on. We acknowledge our success is determined by the satisfaction of our customers and we strive to deliver 100% of what we promise in a courteous and effective way.

Communication:

FAD employees value active listening, the importance of feedback and understanding different ideas and perspectives. We ensure all communication is clear, effective, efficient, and respectful.

Teamwork, welcoming new employees and promoting a cooperative team atmosphere. Understanding that as an employee of FAD you are part of a larger whole.

In a world that is ever-changing, FAD embraces the challenges of change, new ideas and progress.

General Purpose:

• The CSS’ primary responsibility is to support customers while maintaining FAD service level standards:
• Handle domestic orders ready for fulfillment within 24 hours of receiving the order
• Handle international orders ready for fulfillment within 48 hours of receiving the order
• Handle 90% of incoming calls within 3 minutes
• Respond to all emails and tech tickets within 1 business day

Minimum Qualifications/Experience:

• 2+ years’ customer care and/or technical support experience preferred
• Ability to demonstrate professional and courteous Customer Service etiquette
• Proficiency in MS Office
• Ability to manage multiple devices, applications and software programs simultaneously
• Ability to proactively resolve concerns in a prompt, courteous, and professional manner
• Personal integrity, independent work ethic, and ability defuse escalated dialogue
• Must demonstrate strong organizational, communication, and time management skills to maintain self-managed work in a team environment
• Strong problem-solving skills
• Conducive home office environment, due to nature of role need a quiet background to ensure we provide the best experience for the customer

Key Duties and Responsibilities:

• Ensure product knowledge remains current
• Manage phone, email, and electronic orders and inquiries within 24 hours
• Communicate professionally with instructors and students to happily resolve inquiries
• Effectively resolve technical support inquiries regarding products while educating customers regarding products Effective cross-department communications
• Maintain organized email and electronic filing system for various references and reports
• Assist with special projects and reports as needed

Employee Focused:

• Remote work, half day Friday schedule from April through October, and generous PTO
• Life and disability insurance
• Wellness initiatives
• Family benefits
• Tuition and professional development reimbursement
• Voted Philadelphia Top Workplace year over year since 2021, most recently with special recognition in Work/Life Flexibility.

Do you want your work to make a difference? Join a company that is dedicated to developing teaching and learning solutions that meet the needs of nursing and health science students, educators, and practitioners. Work collaboratively with a diverse group of colleagues who share a passion for innovation and the production of high-quality products.

F.A. Davis is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process.