Service and Solutions Representative
About Learning Without Tears (LWT)
At Learning Without Tears, we're more than just a company; we're a passionate, family-owned community on a mission to revolutionize education. We believe that learning should be engaging and joyful, which is why we create innovative, fun products and digital resources that empower educators and inspire children.
Every day, our commitment to collaboration and creativity propels us forward. We're dedicated to embracing change, striving for excellence, and simplifying processes to create a lasting impact in the lives of educators and learners alike.
Join our dynamic team and be a part of something truly transformative as we shape the future of education together!
The Customer Service and Solutions Representative is responsible for delivering the best customer support experience to our customers and assistance in managing a revenue book of business. The Customer Service and Solutions Representative will be successful by providing high quality and efficient customer service experience on LWT product lines.
What You'll Be Doing
- Deliver excellent customer service by responding to customer inquiries via phone, email or chat and provide advanced technical troubleshooting for digital products across multiple systems.
- Meet established SLAs for customer support engagement while delivering timely, accurate, and customer-focused resolutions.
- Support customer relationships during service interactions by asking targeted questions to understand customer needs and guide them toward appropriate LWT solutions.
- Maintain consultative level knowledge of LWT's products and solutions to assess the developmental needs of educational programs in order to make appropriate product recommendations.
- Collaborate cross-functionally with Sales, Product Operations, and Digital Implementation teams to ensure seamless customer handoffs.
- Process and provide efficient and accurate entry of customer orders into LWT's order fulfillment database, minimizing errors and maintaining a high level of productivity.
- Maintain clear and accurate case documentation to ensure visibility, continuity, and effective cross-team collaboration.
- Demonstrate an ongoing mastery of LWT's products and services.
- Understand the K-12 educational competitive landscape.
Your Experience & Qualifications
- B.A. or B.S. or related experience preferred
- 1+ years' experience in customer service
- Technical support, troubleshooting, and expertise with both physical and digital products preferred
- Demonstrated experience building relationships with customers and managing projects
- Ability to operate in a highly efficient manner by multitasking in a fast paced, goal-oriented environment
- Exceptional planning, organizational, analytical, prioritization, and detail-oriented skills when working across multiple systems
- Strong passion for exceeding customer expectations
- Proven track record of meeting and exceeding customer satisfaction metrics
- Excellent interpersonal, written, and oral communication skills
- Functional knowledge of MS Office and proficient in the use of technology including working with a CRM and ERP
- Experience supporting K-12 customers preferred
Why Work with Us?
- Mission-Driven Impact: Join a team passionate about making a difference and driving positive change.
- Growth and Development: We invest in your success with ongoing learning and career opportunities.
- Work-Life Balance: Enjoy flexible work options, generous PTO, and wellness support.
- Inclusive Culture: We foster a diverse, collaborative, and supportive workplace.
- Competitive Benefits: Receive competitive pay, comprehensive benefits, and employee recognition.
Apply now at https://www.lwtears.com/join-our-team