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Customer Service Support Lead

Data Recognition Corporation
Brooklyn Park, MN
Start date
Jul 10, 2024
Closing date
Aug 9, 2024

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Job Type
Employment Status
Full Time

Job Details

The Customer Service Support Lead position serves as the first point of contact for DRC Support Specialists. This position is responsible for day-to-day operations on the Contact Center floor. This includes monitoring calls and tickets as well as meeting with agents to review performance and attendance. This position serves as a positive and motivating influence in a rapidly changing environment.

Essential Position Responsibilities:
• Review Daily Ticket Management to ensure accuracy and adherence to policy
• Complete Quality Assurance evaluations and provide agents with positive feedback as well as improvement opportunities
• Performs and maintains acceptable performance levels as measured against the following metrics: Task accuracy and completion, maintaining deadlines, positive and motivating attitude,
• Support and encourage your agents to improve through positive interactions
• Coordinate internal resources as necessary to ensure effective call resolution
• Document and communicate to appropriate resources any recurring/critical client issue received
• Write, edit, and proof project documentation, email, and Knowledge articles
• Knowledgeable about assigned Clients, service offerings, policies/standards, and processes

Preferred Qualifications:
• High School Diploma/GED equivalent; 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 team-building, problem-solving, and analytical skills
• Strong 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 temporary agent conduct and behavior expectations
• Be able to work under supervision and incorporate feedback to improve performance but also be able to work independently, proactively bringing solutions to the team
• 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, and utilize a keyboard and/or mouse for up to 8 hours per day • Ability to lift up to 15 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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