Note: The job is a remote job and is open to candidates in USA. F.A. Davis is an independent publishing house providing digital, print, and online products for nursing and health sciences students, educators, and clinicians. The Customer Support Specialist supports customers by managing orders and inquiries, providing technical assistance, resolving concerns, and maintaining service-level standards across phone, email, and electronic channels.
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
Skills
- 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
- 2+ years' customer care and/or technical support experience preferred
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
Company Overview