Customer Service - Program Lead-onsite

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, and web-based services, and the receipt and handling of customer inquiries, complaints, and escalations.

Essential Position Responsibilities:

• Contact Channel Management- Responsible for managing customer phone/email/chat contact channels in a call 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. Enter customer orders accurately, ensure files are formatted properly, 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 and maintain project schedules for contract customers.
• Provide project leadership within Customer Service by sharing best practices and lessons learned, and by training and mentoring other employees. Ensure all Scoring participants are aligned to the same goals and understand the criteria for success, as well as contract and system requirements.
• Responsible for executing product scoring tasks in the most cost-effective manner possible.
• 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.
• Work on-site at our Brooklyn Park, Minnesota office.

Qualifications:

• Four years' experience working in a contract or project management environment.
• 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 Salesforce and ServiceNow a plus.
• 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.