Customer Support Specialist

🔥 0 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

💵 $45k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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F.A. Davis

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1879

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

F. A. Davis is an independent, family-owned publisher headquartered in Philadelphia, founded in 1879. The company specializes in educational solutions focused on Nursing and the Health Sciences, offering a range of innovative products that support the learning and teaching processes with the help of technology. F. A. Davis provides resources such as study guides, practice questions, online tools, and comprehensive courses aimed at improving the knowledge and skills of nursing and health sciences students and professionals. They are known for their commitment to customer service and the effectiveness of their support and resources, as highlighted by feedback from educators and professionals alike.

📋 Description

• 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 • 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 regarding products while educating customers regarding products • Communicate effectively across departments • Maintain organized email and electronic filing system for various references and reports • Assist with special projects and reports as needed

🎯 Requirements

• 2+ years’ customer care and/or technical support experience preferred • Ability to demonstrate professional and courteous Customer Service etiquette • Proficiency in MS Office • Experience utilizing CRM systems • 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

🏖️ Benefits

• Remote work • Half day Friday schedule from April through October • Generous PTO • Retirement benefits • Life and disability insurance • Comprehensive healthcare benefits • Wellness initiatives • Family benefits • Tuition and professional development reimbursement