Customer Support Specialist

F-A-Davis-Co; United States; Remote; USD 42,000 - 66,000; Full time

Benefits offered by this job

Remote work

Half-day Friday schedule (Apr–Oct)

Generous PTO

Life and disability insurance

Wellness initiatives

Family benefits

Tuition and professional development

Philadelphia Top Workplace recognition

Job summary

F.A. Davis is seeking a Customer Support Specialist to handle phone, email, and orders, delivering timely, courteous service to instructors and students. You will maintain current product knowledge and communicate across departments to resolve inquiries.

The role emphasizes professional etiquette, strong problem-solving, and the ability to work remotely with generous PTO and benefits including life and disability insurance and tuition reimbursement.

Qualifications

• 2+ years’ customer care and/or technical support experience preferred.
• Strong organizational, communication, and time management skills.
• Ability to defuse escalated dialogue with integrity.
• Quiet home office environment required.
• Ability to manage multiple devices, apps, and software.

Responsibilities

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

Skills

Customer care

Technical support

Multitasking

Problem solving

Communication

Organizational skills

Professional etiquette

Home office discipline

Tools

MS Office

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.