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. 

About the role:

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.

F.A. Davis Principles:

Our behavior and actions should align with the FAD Principles and our motto of getting a little better every day.  

• Communication: Demonstrate active listening, maintain transparency in communication, customize messages for different audiences, and value feedback.
• Teamwork: Foster a collaborative team environment, contribute to achieving team objectives, and support FAD's overall success.
• Adaptability: Embrace and thrive in times of change, exhibit curiosity, remain open to new concepts, and actively seek opportunities for personal and professional development
• Customer Service: Treat our colleagues as internal customers, show respect to both internal and external customers, establish clear customer expectations, and consistently deliver on promises.

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

Minimum requirements:

• 2+ year of FAD knowledge and experience, recent highly successful rating on annual appraisals
• Proven ability to identify challenges, feedback, and potential solutions to CS Manager and team
• Proven ability to exhibit leadership skills 
• Recognized by peers, colleagues from other departments, and customers for deep product knowledge
• Additional Key Duties and Responsibilities-
• Collaborate with CS Manager to improve department processes
• Responsible for the orientation of new staff training on processes, procedures, and systems 
• Back up for Digital Product Support Manager
• Back up for day-to-day staff questions and other tasks of CS Manager
• Attends interdepartmental meetings and assists with side projects

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.