Summary:
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.