Location: all cities,MN, USA
DRC is one of the largest educational assessment and curriculum/instruction companies in the industry.
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; Associate 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.
DRC offers a comprehensive benefits program that allows employees to make choices that best meet their current and future needs. We offer many benefits, including medical, wellness, dental, and vision insurance, a 401(k), flexible spending and health savings accounts, short and long-term disability insurance, and life insurance. DRC also offers a generous paid time off policy and community service leave.
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 Hourly
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* Maple Grove, MN, USA