Customer Service - Program Lead- Custom

Data Recognition Corporation
Brooklyn Park, MN
Closing date
Oct 18, 2023

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Job Type
Employment Status
Full Time

Job Details


This position serves as the primary point of contact for product support of all online, software, and web-based services the receipt and handling of customer inquiries, complaints, and escalations.

Essential Position Responsibilities:

  • Contact Channel Management– Responsible for managing customer phone/email/chat contact channels in a call 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. Enter customer orders accurately, ensure files are formatted properly 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 and maintain project schedules for contract customers.
  • Provide project leadership within Customer Service by sharing best practices and lessons learned, and by training and mentoring other employees.  Ensure all Scoring participants are aligned to the same goals and understand the criteria for success, as well as contract and system requirements.
  • Responsible for executing product scoring tasks in the most cost-effective manner possible.
  • Has a direct impact on customer satisfaction as it relates to successful delivery.
  • Recommend process changes and enhancements that have a direct impact on cost of delivery and service improvement.
  • Work on-site at our Boone, Minnesota office


  • Four years’ experience working in a contract or project management environment.
  • 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 Salesforce and ServiceNow a plus.
  • 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.


    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.


    *Health Insurance
    Medical and Dental
    *Term Life Insurance/AD&D
    *401(k) Plan
    *Profit Sharing
    *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


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