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Customer Service Representative - Digital First Publishing - Oregon ID-24531

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.

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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

Requirements

  • This is a remote (work from home) position, requiring a stable and secure Internet connection and the ability to work independently
  • At least 1-2 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

Benefits

  • 401(k)
  • Dental insurance
  • Disability insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance
  • Work from home
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2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

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Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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