Customer Service Rep-Digital First Publishing Co-Time Zone Mountain or Pacific

We are FlatWorld and we are disrupting the Higher Education textbook industry.

About the company

Our mission is to bring textbook prices back down to earth. College faculty and students are our customers. We make their lives easier by ensuring that students have access to our high-quality, digital-first textbooks, at prices they can afford. 

Adoption of FlatWorld’s affordable, high-quality digital-first textbooks and the online Homework system has grown tremendously: we have been the fastest growing publisher in our market for the past five years. We're looking for motivated individuals to join our Customer Service team and help support our continued growth.

About the Role

We are looking for a Customer Service Representative to join our team and play a key role in delivering exceptional service to our customers.

As the first point of contact for faculty, students, and bookstores, you will help resolve inquiries, process orders, and ensure a seamless experience with our products. You’ll also collaborate with internal teams to provide valuable customer insights and contribute to our mission of making customer service a brand differentiator.

Responsibilities 

• Provide clear, timely, and professional support via live chat, email, and phone
• Troubleshoot and resolve customer Tier-1 issues by diagnosing problems, offering solutions, and following up to ensure resolution
• Process bookstore orders, registrations and maintain open communication with bookstore managers to facilitate smooth transactions.
• Support and retain existing customers by delivering outstanding service to faculty, students, and bookstores
• Identify and escalate customer trends, feedback, and recurring issues to the appropriate teams
• Follow company guidelines, communication procedures, and policies
• Take initiative in contributing to process improvements and customer experience enhancements
• Off-hours urgent faculty support
• Perform other duties as assigned

• At least 2-3 years Tier-1 Customer Support experience

• Quick thinker and resourceful 
• The role involves working at a computer for extended periods
• Reasonable accommodations can be made for individuals with disabilities

• 401(k)
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Work from home