Support - Licensing Guide

Job Title: Licensing Guide

Reports To: Associate Director of Support

Compensation: $18.00/hr.

Schedule: Monday – Friday, 9:00a to 5:00p

Overview:

We are looking for an outstanding individual to join our Support Team. Here at The Next Street, we call our customer service representatives, Licensing Guides, all Licensing Guides will manage customer inquiries and complaints. You will also be asked to process enrollments, modifications, and escalate complaints across our organization’s communication channels.

What does Success Look Like?

To be successful in this role, you must be enthusiastic, detail-oriented, and able to think outside the box. You accept ownership of every customer’s inquiry and complaint via phone, email, chat and/or in person by keeping customer satisfaction at the core of every decision and behavior. You understand that customers may be upset and that it is not personally directed at you. You don’t mind answering the same question 100 times a day. You have the patience of a saint, and you are as cool as a cucumber.

Responsibilities & Duties:

• Maintain a positive, empathetic, and professional attitude towards customers always.
• Provide prompt, courteous, and effective responses to customer questions and concerns.
• Communicate with customers through various channels; phone, email, chat and/or in-person.
• Collaborate with other teams or departments to address complex issues.
• Possess in-depth knowledge of company’s products or services.
• Educate customers about product features, benefits, and usage.
• Processing enrollments, forms, new customers, and requests
• Maintain accurate and detailed records of customer profiles/accounts, interactions, inquires, and resolutions.
• Provide feedback from customers and convey this information to the relevant teams to improve products or services.
• Follow established customer service guidelines and standards, as well as continuously strive to improve customer satisfaction and service quality.

• InOffice Responsibilities:
  • Uphold the standard of cleanliness within communal areas.
  • Execute regular cleaning tasks to maintain a spotless and organized office space.

Required Qualifications:

• High School Diploma or equivalent
• Prior customer service experience
• Ability to stay calm when customers are stressed or upset.
• Outstanding verbal, written, and interpersonal communication skills. Ability to communicate information concisely and professionally with internal and external audiences.
• Exceptional customer service ethic and skills, including effective interactions, responsiveness, resourcefulness, and follow-through.

Skills:

• Clear, effective, and empathetic communication with customers.
• The ability to analyze issues and find solutions.
• The ability to multitask and handle several customer inquiries and tasks simultaneously.
• Time management: Prioritize and manage tasks efficiently.

Benefits:

• Medical, Dental & Vision (FT)
• 401k (Employer Matching)
• Paid Sick Leave
• Paid Holidays and more!

About the Company:

The Next Street is a driving school unlike any Driver’s Education school you have seen before. We put a huge effort into surrounding ourselves with friendly, happy, energetic, and all-around good people. We hire great people and teach them the skills they need to be outstanding. We believe in helping you become the best version of yourself. We believe in you and want to help you achieve your career goals (and support you in your personal goals). We believe in creating a team environment with like-minded peers that support each other and make you feel a part of something bigger than yourself.

Our staff is a diverse community of people, all connected by our belief in 3 core values: Kindness, Positivity and Curiosity. No member of our staff is a cog in the wheel. We are all (from the CEO to our Licensing Guides to Managers to Instructors and everywhere in between) a part of something bigger than ourselves and we work together to serve the greater good.

How to be Successful:

We pride ourselves on cultivating a team of inspired and dedicated individuals who embrace our core values both professionally and personally. All non-negotiable.??

Just Be Nice: Be a good co-worker, be a good neighbor, be a good human.??

Think Positively: The glass is always half full. Positive mindsets will lead to positive outcomes.?

Be Curious: Seek to be more valuable tomorrow than you are today. Looking for training opportunities, not only in formal education settings, but in the everyday course of business and in life.??

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At The Next Street we like to surround ourselves with individuals who are curious and inquisitive by nature. People that are hungry for knowledge and continually find ways to make improvements. Streeters don’t just get the job done, they do a great job. The Next Street Team isn’t cordial and polite – they are genuinely nice. It is in their nature; they don’t have to work at it.??

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To achieve success, you should be able to answer these questions. You must be able to embrace The Next Street Culture and Values.??

• Do you grasp each opportunity to learn new tasks by seeking training and/or coaching???
• Do you help peers achieve new heights when you see them struggling???
• Do you strive to be more valuable tomorrow than you are today???
• Do you go above and beyond your required job responsibilities???
• Do you show empathy to others on your team???
• Are you aware of how your words and actions impact others?

Salary : $18