F.A. Davis Company - Customer Support Specialist

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.