Job Description

The Customer Service Representative assists prospective and current customers by facilitating information regarding OFFICIAL Driving School products and services. The Customer Service Representative treats all customers with respect, kindness and patience and has the goal to assist any customer in need. Customer Service Representative is expected to assist instructors with problems as they arise. Customer Service Representative is a direct report to the Customer Service Lead(s).

Customer Service Representative duties:

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Collect information, from customer, to accurately maintain their account

Management of inbound and outbound calls

Use of appropriate communication with customers and instructors based on appropriate communication medium

Meet personal/team sales targets and call handling quotas

Keep records of customer interactions, process customer accounts, and file documents

Problem solve, with customer, using discretion to move escalations to Customer Service Leads as needed

Understand and utilize technology appropriate to industry

Ability to use written and verbal communication effectively and appropriately

Understand company and industry policies and compliance as related to services and products

Complete additional tasks, as assigned, in a timely manner

Rotating schedule including one weekend day a week

Skills:

Proven customer support experience or experience as a client service representative

Strong phone contact handling skills and active listening

Familiarity with CRM systems and practices

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

High school diploma