Customer Service Representative

Handwriting Without Tears - Gaithersburg, MD - Full time

Are you ready? Join us and be part of a driven, dynamic team unlike any other.

Customer Service Representative

The Customer Service Representative supports customers by accurately and efficiently processing orders, tracking order progress, managing various product requests, and answering customer service inquiries.

What you’ll be doing!

  • Maintain a thorough knowledge of GSS | HWT | KWT's product line and order process.
  • Provide excellent customer service by answering customer questions about GSS | HWT | KWT 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 the order fulfillment database, CMS, by minimizing errors and maintaining a high level of productivity.
  • Track customer orders through CMS, SmartSearch, and the 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.

What you’ll bring to the job!

  • 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 lift up to 40 lbs.
  • Ability to sit for long periods of time; ability to access, input, and retrieve information from the computer.
  • Ability to work some overtime.

Benefits & Fun:

üCompetitive Benefits including medical, prescription, dental, vision, short & long-term disability, life insurance, flexible spending, and more!

üCompany Picnic, Health & Wellness Fair, Turkey Fry, Yankee Swap, Pizza & Happy Hour Friday’s, Birthday Celebrations, & much more!

Apply Online at: or visit to view all current job openings.

Gets Set for School | Handwriting Without Tears | Keyboarding Without Tears is an Equal Opportunity and Affirmative Action Employer

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Experience Level

1 to 2 years

Handwriting Without Tears

We live our passion of helping children learn and grow. Innovation and collaboration fuel us every day. If you embrace change and resist the status quo, we have a place for you.

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