Virtual Assistant
Freelance Latin America
Customer Support Specialist
F.A. Davis
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $42,000 per year
Job Level
JuniorMid-Level
About the role
- Facilitate day-to-day operations of the customer support department
- Meet service level standards for response and fulfillment (domestic orders within 24 hours, international within 48 hours)
- Handle 90% of incoming calls within 3 minutes
- Respond to all emails and tech tickets within 1 business day
- Manage phone, email, and electronic orders and inquiries within 24 hours
- Communicate professionally with instructors and students to resolve inquiries
- Effectively resolve technical support inquiries regarding products while educating customers
- Maintain organized email and electronic filing system for references and reports
- Assist with special projects and reports as needed
- Maintain current product knowledge
- Cross-department communications
Requirements
- 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, quiet background for customer calls
- Bachelor’s degree or educational publishing experience desired
