Customer Service Support Lead- onsite at Data Recognition Corporation

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.