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 Managed 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 onboarding training to mentor and educate employees.
• Has a 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.

• 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.

Last updated : 2024-06-21