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Customer Service - Program Lead

Employer
Data Recognition Corporation
Location
Maple Grove, MN
Start date
Jun 28, 2024
Closing date
Jul 28, 2024

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Category
Other
Job Type
Employee
Employment Status
Full Time

Job Details

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 - Responsible for managing 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 and onboarding training to mentor and educate employees.
  • Has 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.

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

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