Customer Support Specialist
F.A. Davis
full-time
Posted on:
Location Type: Remote
Location: Pennsylvania • United States
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About the role
- Facilitate the day-to-day operations of the department
- Responsible for meeting the service level standards F.A. Davis has set for the team
- Ensure every customer interaction results in a happy customer
- 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
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
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer caretechnical supportCRM systemsMS Officeproblem-solving
Soft Skills
customer service etiquetteorganizational skillscommunication skillstime managementindependent work ethicpersonal integritycourteous demeanor