Customer Service Representative

POSITION SUMMARY
The Customer Service Representative for Driving Academy is the face of our organization. This role is responsible for representing the organization in a professional manner, building rapport by providing information, giving recommendations, and communicating with the highest level of integrity. Individuals in this role are experts in inside sales, and will be responsible for directing the customer experience, and ushering warm leads through the sales process from beginning to end.

ABOUT OUR COMPANY
We are the Driving Academy, we provide affordable, state-approved classroom and behind-the-wheel lessons for people who are aspiring to earn a Commercial Drivers License (CDL), and we are growing by the day. Our mission is to help our students get on the Road to Freedom by earning their CDL! We are Accountable and Results Oriented in our pursuit to see every team member reach their personal, professional, and financial goals through the work we do together. Our core value of having Integrity is the backbone of our business and guides our hiring process.

PERFORMANCE OBJECTIVES
Communicates with customers and leads to identify and understand their needs; identifies and suggests programs and packages to meet those needs and obtain authorizations from leads with the highest level of integrity
Maintains outbound/inbound phone call volume with warm leads to set sales appointments
Conducts sales presentation within Driving Academy’s office environment in accordance with standard operating procedures
Processes payments made by cash, check, and/or credit card
​​Fields customer questions and complaints, and ensures appropriate information or action is taken; when the issue is beyond the representative’s knowledge or authority, forward it to the appropriate staff
Instructs new students procedures in the classroom and school
Ensures customer documentation and service requests are compliant with organizational and state/federal policy
Processes invoices, and related documents
Maintains communication with existing and previous customers via telephone call, text messaging, email, and oral presentation
Utilizes the company’s CRM and maintains detailed reports of sales activities including calls, orders, sales, lost business, and any customer or vendor relationship problems
Master company knowledge of services model
Performs other related duties as assigned


KEY COMPETENCIES
The requirements listed below are representative of the knowledge, skill, and/or ability required to be successful in this inside sales role, but are not necessarily all inclusive.

Excellent sales and negotiation skills
Detailed knowledge of inside sales strategies
Excellent communication and interpersonal skills.
Strong analytical and problem solving skills
Excellent organizational skills, attention to detail, and follow-up approach
Ability to effectively communicate with team members, management, and customers in verbal, telephone, and written format
Ability to maintain a professional demeanor and appearance
Competitive mindset to WIN, while maintaining a team-oriented attitude
Ability to maintain positive attitude and function well while working in a high-paced and at times stressful environment
Proficient with Microsoft Office Suite, Google Suite, or related software
Proficient with CRM software


EDUCATION AND EXPERIENCE

High school diploma or equivalent required
Bachelor’s degree in Marketing, Sales, Business or related equivalent of experience preferred
Minimum 2 years of sales experience, including inside sales & telecom sales
Fluency in English and Spanish required


PHYSICAL REQUIREMENTS
Ability to spend prolonged periods of time standing, speaking, walking, driving, writing, and/or sitting at a desk and working on a computer
Requires ability to occasionally lift up to 15 lbs
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential requirements


BENEFITS
Health Insurance Subsidy
Paid Holidays
PTO Program
401K
Tuition Reimbursement
Professional Sales Training & Development Opportunities
Sick Leave


COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, Driving Academy recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.