Skip to main content

This job has expired

Customer Service Support Lead

Employer
Data Recognition Corporation
Location
Plymouth, MN
Start date
Jan 12, 2022
Closing date
Feb 11, 2022

View more

Category
Other
Job Type
Employee
Employment Status
Full Time

Job Details

Req #304

Wednesday, January 12, 2022

The Customer Service Support Lead position serves as a first Technical point of contact for DRC Clients.  This position is responsible for providing professional, high level Customer Service, by delivering technical information/instruction and resolving issues related to test administration, reports, Client specific testing policy, personal computers and networks as they relate to DRC’s applications.  This position serves as a positive influence in a rapidly changing environment. 

Essential Position Responsibilities:

  • Receive, respond to and resolve inbound Client contacts for the DRC products, including NON-Technical issues as needed 
  • Manage unresolved cases utilizing appropriate resources within required timelines
  • Perform and maintain acceptable performance levels as measured against the following metrics:  client hold time, call length, call volume, call quality and overall customer satisfaction
  • Achieve several DRC internal certifications throughout employment
  • Coordinate internal resources as necessary to ensure effective resolution 
  • Document and communicate to appropriate parties and track recurring/critical client issues
  • Write, edit and proof project documentation, email communications, and knowledge articles
  • Knowledgeable about assigned Client, service offerings, policies/standards, and processes
  • Seasonal Staff Support
  • Participation in leading Training activities of seasonal staff
  • Carrying out DRC Quality Assurance practices to ensure compliance by seasonal staff
  •  

    Preferred Qualifications:

    • High School Diploma or HSE; Associates degree preferred
    • 1-3 years of technical support experience in a non-scripted inbound Customer Contact Center 
    • Exceptional verbal and written communication skills
    • Strong problem solving, analytical, and time management skills 
    • Demonstrated interpersonal and teamwork skills
    • Proven technical skills with a strong familiarity with Microsoft Office Suite 

     

     Essential Job Requirements:

    • Report to work promptly when scheduled and adhere to DRC conduct and behavior expectations
    • Be able to work under supervision and incorporate feedback to improve performance
    • Relate effectively and work respectfully with diverse work groups 
    • Ability to consistently perform well during times of increased workload 
    • Manage multiple job functions simultaneously 
    • Other duties as needed

     

     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 15 pounds as necessary

     

    The Employer retains the right to change or assign other duties to this position. 

    Other details Job Family Administration Pay Type Hourly Apply Now

    Company

    Founded in 1978, Data Recognition Corporation (DRC) is a privately-held company headquartered here in the Twin Cities, with offices in Maple Grove, Woodbury, Brooklyn Park, and eight other locations nationwide.  DRC’s three divisions – Education, Survey Services and Document Services – provide high quality programs and services to state departments of education, medium-to large sized global businesses, and the United States Government.  DRC delivers full-service educational testing and assessment programs; large-scale survey research and data-collection programs; and comprehensive digital and mailing document solutions.  DRC continues to achieve extraordinary growth and provides superior career opportunities for talented professionals.

     

    Benefits:
    *Health Insurance
    Medical and Dental
    *Term Life Insurance/AD&D
    *401(k) Plan
    *Profit Sharing
    *Vacation
    *Holidays
    *Personal Time Off
    *Short Term Disability
    *Long Term Disability
    *Tuition Reimbursement
    *Educational Grants for Children of DRC Employees *Community Service Leave *Discount Programs

    Locations: Maple Grove Headquarters/494 & Bass Lk Rd, Brooklyn Park/7303 Boone Ave N and the Brooklyn Park Distribution Ctr./8900 Wyoming Ave N.  If interested in applying,  please visit the Careers page on our website at www.datarecognitioncorp.com.

     

    Company info
    Website

    Get job alerts

    Create a job alert and receive personalized job recommendations straight to your inbox.

    Create alert