Customer Service - Program Lead - onsite
Data Recognition Corporation
2024-10-02 10:44:01
Osseo, Minnesota, United States
Job type: fulltime
Job industry: Administration
Job description
DRC is one of the largest educational assessment and curriculum/instruction companies in the industry.
Summary:
This position serves as the primary point of contact for product support of all online, software, web-based services, paper services, and the handling of customer inquiries, complaints, and escalations.
Essential Position Responsibilities:
- Contact Channel Management - Managed customer phone/email/chat contact channels in a contact center environment. Must be customer-focused, efficient, and adhere to department guidelines on processes and quality performance measures.
- Performance Management - Track and manage customer deliverables by utilizing DRC processes and tools. Ensuring accuracy with Customer data and all required items are received for final delivery and billing.
- Relationship Management - Manage communication and build relationships with external customers and internal delivery teams.
- Data Management - Perform scoring and data validations adhering to company and department guidelines on processes, quality performance, and data privacy/security measures.
- Schedule Management - Build, maintain, and adhere to project schedules as required by each specific Client.
- Conduct and participate in continuous onboarding training to mentor and educate employees.
- Has a direct impact on customer satisfaction as it relates to successful delivery.
- Recommend process changes and enhancements that have a direct impact to cost of delivery and service improvement.
- Assist or back-up team members during absences, for meetings, trainings, webinars, and Client communication.
- Work on-site at our Maple Grove, Minnesota office
Qualifications:
- Four years' experience working in a contract/project management environment, or Support Lead role.
- Demonstrated success in the ability to effectively communicate verbally by influencing and managing customer expectations, emotions, and escalations required.
- Effective written communication skills that present thoughts in an organized and concise manner including the use of appropriate grammar, sentence structure, spelling, and punctuation required.
- Proficient use of Microsoft Office Suite - Word, Excel, Outlook, Project, and familiarity with ticket tracking software.
- Ability to prioritize responsibilities and workload that ensures customer commitments are met that includes multi-task requiring the use of multiple applications concurrently.
- Experience working in a team environment in which team members support others to achieve overall department goals.
Preferred Qualifications:
- Bachelor's degree in education, technology, computer science, or related field, or equivalent combination of education and experience preferred but not required.
Essential Job Requirements:
- Report to work promptly when scheduled.
- Be able to work under supervision and accept feedback.
- Relate effectively and work respectfully with diverse work groups
- Ability to consistently perform well during times of increased workload.
Reporting to this position: No direct reports
Physical Requirements:
- Ability to sit and/or stand for up to 8-hour periods of time
- Ability to look at a computer monitor, utilize a keyboard and/or mouse for up to 8 hours per day
- Ability to lift up to 20 pounds as necessary
DRC retains the right to change or assign other duties to this position.
Data Recognition Corporation is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Data Recognition Corporation is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.