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 FAD 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 to 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

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

· Seasonal Mandatory Extended Hours

Education/Certifications:

· Bachelor’s degree or educational publishing experience desired

Reporting to this position: N/A

Physical demands and work environment: 

· Frequent communications: verbal and written, meetings

· Frequent sitting, computer work

· Repetitive movement of hands and fingers – typing and/or writing

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.

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