Handwriting Without Tears
  • 04-Apr-2017 to 03-Jun-2017 (CST)
  • Operations
  • Gaithersburg, MD, USA
  • $30,000+ DOE
  • Salary
  • Full Time

The Customer Care Representative is responsible for supporting customers by accurately and efficiently processing orders, tracking order progress, managing various product requests and answering customer service inquiries.


Job Duties

  • Maintain a thorough knowledge of GSS | HWT | KWT's product lines and order process.
  • Provide excellent customer service by answering customer questions about GSS | HWT | KWT's products and services and providing basic technical troubleshooting on digital products utilizing various systems.
  • Research and resolve difficult questions and provide appropriate follow up via phone, email or chat.
  • Provide a professional and pleasant ordering experience when assisting customers with appropriate product selection by assessing the developmental needs of students and educational programs.
  • Process and provide efficient and accurate entry of customer phone orders into GSS | HWT | KWT's order fulfillment database, CMS, by minimizing errors and maintaining a high level of productivity.
  • Track customer orders through CMS, SmartSearch and warehouse portals.
  • Provide support to customers by resolving problems with their orders.
  • Assist in making outbound customer retention phone calls.
  • Assist in sorting and tagging day-to-day purchase orders that come in through fax and mail searching for inconsistencies in prices and product information.
  • Contact customers for any additional information needed on orders or returns.
  • Assist coworkers and other groups when necessary.


Required Education/Skills

  • High school diploma or equivalent required B.A. or B.S. preferred.
  • 1+ year related experience in customer service.
  • Solid verbal and written communication skills.
  • Good organization skills.
  • Ability to work both independently (with direction) and with a team.
  • Excellent telephone skills fielding calls and requests from customers.
  • Ability to excel in a rapidly changing environment
  • Functional knowledge of MS Office.
  • Experience with order entry database software preferred.
  • Strong service orientation.
  • Exceptional attention to detail.
  • Ability to work some overtime.
  • Ability to sit for long periods of time; ability to access, input, and retrieve information from the computer.
Handwriting Without Tears
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