F.A. Davis
Shaping the Future of Nursing and Health Science Education
Customer Support Specialist
Customer SupportCustomer SupportFull TimeRemoteTeam 201-500Since 1879H1B No SponsorCompany SiteLinkedIn
Location
Pennsylvania
Posted
45 days ago
Salary
Not specified
Bachelor Degree2 yrs expEnglish
Job Description
• Facilitate the day-to-day operations of the department
• Responsible for meeting the service level standards F.A. Davis has set for the team
• Ensure every customer interaction results in a happy customer
• 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
Job 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
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
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