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Customer Service

3 months ago

Maple Grove, United States Data Recognition Corporation Full time

DRC is one of the largest educational assessment and curriculum/instruction companies in the industry.  

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.

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.

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.