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.

• Maple Grove, MN, USA