Internal Support Generalist

Job Title: Internal Support Generalist

Reports To: Support Manager?

Compensation: $23.00 to $26.00/hr.

Schedule:

OFF – Monday & Tuesday

Wednesday to Friday: 7:00a to 3:00p (Middlebury HQ)

Saturday & Sunday: 7:00a to 3:00p (Remote)

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Overview:??

As an Internal Support Generalist focusing on Instructor Support, you will play a pivotal role in ensuring the success of our driving instructors by providing them with timely and effective assistance. You will be responsible for ensuring the smooth operation of our driver education services and aid in enhancing the customer experience by providing support to instructors and customers through various communication channels. You will serve as the primary point of contact for instructor inquiries, manage schedule changes, and handle fleet or facility-related concerns. This administrative role requires a combination of customer service experience, technical expertise, strong communication skills, and a proactive approach to problem-solving.

What does Success Look Like???

The Internal Support Generalist is a versatile and experienced team member of the Support Department and is responsible for providing comprehensive support across various departments and functions within the organization. To be successful in this role, you must be a problem solver, detail-oriented, and collaborative. You can work independently and prioritize tasks in a fast-paced environment, while also collaborating effectively with cross-functional teams. You will assist instructors in delivering outstanding customer service in the field. Your decisions must coincide with our core values and service commitments. You must have strong communication skills, with the ability to convey technical information clearly and concisely to users with varying levels of technical expertise. You must have a customer-focused mindset with a passion for delivering exceptional service and support.

Responsibilities & Duties:?

• Data Entry & Analyzing:
  • Document support interactions, resolutions, and best practices to contribute to our knowledge base and improve efficiency.
  • Proactively identify trends and patterns in instructor inquiries to inform product improvements and enhancements.
  • Efficiently use a ticketing platform to stay organized and updated.
  • Conduct daily schedule reviews in Danube and immediately address schedule gaps or errors.
  • Process behind the wheel and license test attendance logs.
• Compliance:
  • Conduct attendance log audits to ensure that our operations comply with legal regulatory standards, procedures, and policies.
  • Collaborate closely with internal teams to escalate and resolve fleet and facility issues, ensuring a safe and functional environment for our instructors and students.
  • Assist with routine compliance tasks on an as-needed basis.
• Scheduling:
  • Coordinate scheduling changes for driving instructors, communicating updates and adjustments as needed to ensure efficient operation of our services.
  • Accurately and efficiently inputting products and services such as classroom courses, behind the wheel lessons and license tests into our scheduling platform.
  • Reviewing demand forecasts and assuring that upcoming schedules meet the needs of perspective customers.
• Customer Support:
  • Maintain a positive, empathetic, and professional attitude towards internal and external audiences.
  • Provide prompt, courteous, and effective responses to instructor and customer questions and concerns.
  • Communicate with instructors and 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 the company’s products or services.
  • Make outbound calls to customers to cancel or reschedule driving lessons.
  • Efficiently use a ticketing platform to stay organized and updated.
• Purchasing:
  • Responsible for procuring the company’s supplies and making sure to follow a strict budget and keep records for all transactions.
  • Place orders promptly once received from approved TNS staff to ensure stock does not get depleted.
  • Take weekly inventory at headquarters and proactively reorder supplies as needed.
  • Search for the most relevant and cost-effective options.
  • Maintain regular contact and a good business relationship with suppliers.
  • Works with all departments to get to a goal of 100% relevant purchasing is done through the Purchasing Specialist.

In-Office Responsibilities:

• Uphold the standard of cleanliness within communal areas.
• Execute regular cleaning tasks to maintain a spotless and organized office space.
• Rotating kitchen clean-up schedule (opening, mid-day, and closing)
  • Kitchen Duties:
    • Turn lights on/off.
    • Thoroughly wipe down kitchen surfaces, including counters, microwave, stove, and fridge.
    • Load and operate the dishwasher.
    • Initiate the coffee brewing process.
    • Inspect trash and recycling bins and dispose of contents in the HQ dumpster if necessary.

Collaboration & Communication:

• Work collaboratively and communicate effectively with members of the Support Department and Driver Education Team to make sure they are aware of any areas of concerns and what needs to be worked on/handled accordingly.

Works With:

• Support Manager
• Customer Support
• Internal Support
• Driver Education Team (Assoc. Director of Driver Education Regional Managers/Squad Leaders/Driving Instructors)

Team Participation:

• Support Department

Key Performance Indicators for this role:

• Average Wait Time
• Response Time
• Average Resolution Time
• Quality Assurance
• Accuracy

Skills & Competencies:

• Strong verbal, written, and interpersonal communication skills. Ability to communicate information concisely and professionally with internal and external audiences.
• Exceptional customer service ethics and skills, including effective interactions, responsiveness, resourcefulness, and followthrough.
• Must be a selfstarter that can work with minimal direction both independently and collaboratively in a fast-paced environment.
• Thirst for learning, teaching, and growing both professionally and personally.
• Effective judgement and decisionmaking skills.
• Excellent organizational, time management and multitasking skills.
• Technologically savvy:
  • Comfortable working with various software applications.
  • Demonstrates ability to adapt to new technologies quickly.
  • Experienced in all Microsoft Suite Systems (TEAMS, Excel, Word, etc....)
  • Experience utilizing technology to streamline processes and improve efficiency.
  • Ability to navigate and troubleshoot digital systems effectively.
  • Comfortable working in a digital environment and utilizing technology to communicate and collaborate.
• Must have excellent time management skills; be able to prioritize and manage tasks effectively and efficiently.
• Strong analytical and problemsolving skills with the ability to think quickly and effectively troubleshoot issues under pressure.
• Ability to stay calm when handling any issue with either internal or external audiences.
• Process Improvement: Identify recurring issues or gaps in procedures and recommend improvements to prevent future emergencies and enhance response efficiency.

Required Qualifications:??

• High School Diploma or equivalent?
• Must be employed for a minimum of 12 months with The Next Street.
• Prior customer service experience??

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.???

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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

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