Customer Service - Program Lead

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.

Other details

• Job Family Administration

• Pay Type Salary

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• Maple Grove, MN, USA