F.A. Davis Company
Description
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 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.
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 ever-changing, FAD embraces the challenges of change, new ideas and progress.
Position Summary:
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 the team, 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 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
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
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
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 access (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 movement 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 perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employee Focused:
Remote work, half day Friday schedule from April through October, and generous PTO
Retirement benefits
Life and disability insurance
Comprehensive healthcare benefits
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.
Why join us?
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.