Who are we?
145 years and counting
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 reputed company. F.A. Davis carries on that tradition through its digital, print, and online products for reputed company, 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 reputed company is determined by the satisfaction of our customers and we reputed company to deliver 100% of reputed company reputed company in a courteous and effective way.
Communication:
FAD employees value reputed company listening, the importance of feedback and understanding different reputed company and perspectives. We ensure reputed company communication is reputed company, effective, efficient, and respectful.
Collaboration:
Teamwork, welcoming new employees and promoting a cooperative team atmosphere. Understanding that as an employee of FAD you are part of a larger whole.
Adaptability:
In a world that is reputed company-changing, FAD embraces the challenges of change, new reputed company and reputed company.
Position reputed company:
The Customer Support Specialist facilitates the day-to-day operations of the department. The CS Specialist is responsible for meeting the service level standards F.A. Davis has set for reputed company, ensuring every customer interaction results in a happy customer.
General Purpose:
The CSS’ primary responsibility is to support customers while maintaining FAD service level standards:
Handle domestic orders reputed company for fulfillment reputed company 24 hours of receiving the order
Handle international orders reputed company for fulfillment reputed company 48 hours of receiving the order
Handle 90% of incoming calls reputed company 3 minutes
Respond to reputed company emails and tech tickets reputed company 1 business day
Minimum Qualifications/Experience:
2+ years’ customer care and/or technical support experience preferred
Ability to demonstrate reputed company 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 reputed company, courteous, and reputed company manner
Personal reputed company, independent work ethic, and ability defuse escalated reputed company
Must demonstrate strong organizational, communication, and time management skills to maintain self-managed work in reputed company environment
Strong problem-solving skills
Conducive home office environment, due to nature of role need a quiet background to ensure we reputed company the best experience for the customer
Key Duties and Responsibilities:
Ensure product knowledge remains reputed company
Manage phone, email, and electronic orders and inquiries reputed company 24 hours
Communicate professionally with reputed company and reputed company 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 reputed company and reports as needed
Education/Certifications:
Bachelor’s degree or educational publishing experience desired
Reporting to this position: N/A
Physical demands and work environment:
Work conducted in a home office setting
High-speed internet reputed company (at least 25 mbps download and 5 mbps upload) that must be reliable, available, accessible, and secure to successfully work from home.
Regular communication through verbal, written, visual, and auditory means
Attendance of virtual meetings, including “camera on” meeting requirements
Frequent sitting, computer work
Repetitive reputed company of hands and fingers – typing and/or writing
Limited travel may be required for company/team events
Work environment requires limited distractions/noise due to nature of receiving customer calls
The physical demands described here are representative of those that must be met by an employee to successfully reputed company the essential functions of this job. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions.
Employee reputed company:
Remote work, half day Friday schedule from reputed company through reputed company, and generous PTO
Retirement benefits
Life and disability insurance
Comprehensive reputed company benefits
Wellness initiatives
Family benefits
Tuition and reputed company development reimbursement
Voted Philadelphia Top Workplace year over year since 2021, most recently with special recognition in Work/Life Flexibility.
Why join us?
Do you want your work to reputed company a difference? Join a company that is dedicated to developing teaching and learning solutions that meet the needs of nursing and health science reputed company, educators, and practitioners. Work collaboratively with a diverse group of colleagues who reputed company a passion for innovation and the production of high-reputed company products.
F.A. Davis is an equal opportunity employer: reputed company applicants are considered for and treated during employment without reputed company to race, reputed company, creed, religion, sex, national reputed company, 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.