Data Recognition Corporation ยท 1 day ago
Customer Service Support Specialist - Onsite
Maple Grove, MN
Full-time
Onsite
Entry Level
$20/hr - $25/hr
1+ years expData Recognition Corporation is one of the largest educational assessment and curriculum/instruction companies in the industry. The Customer Service Support Specialist position serves as a first technical point of contact for DRC Clients, responsible for delivering high-level customer service and resolving issues related to test administration and DRC's applications.
Consumer ResearchData Collection and LabelingMarket Research
Responsibilities
Receive, respond to, and resolve inbound Client contacts on DRC products, including technical issues as needed
Manage unresolved incidents utilizing appropriate resources within required timelines
Performs and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality, and overall customer satisfaction
Required to achieve several certifications throughout training and contract duration
Coordinate internal resources as necessary to ensure effective resolution
Document and communicate to the appropriate resource any recurring/critical client issue received
Write, edit, and proof project documentation, email, and Knowledge articles
Knowledgeable about assigned Client, service offerings, policies/standards, and processes
Qualification
Required
High School Diploma/GED equivalent
Ability to report to work promptly when scheduled and adhere to DRC temporary agent conduct and behavior expectations
Ability to work under supervision and incorporate feedback to improve performance
Ability to relate effectively and work respectfully with diverse work groups
Ability to consistently perform well during times of increased workload
Ability to manage multiple job functions simultaneously
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 15 pounds as necessary
Preferred
Associate's degree
1-3 years of technical support experience in a non-scripted inbound Customer Contact Center
Exceptional verbal and written communication skills
Strong 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
Benefits
Medical
Wellness
Dental
Vision insurance
A 401(k)
Flexible spending and health savings accounts
Short and long-term disability insurance
Life insurance
A generous paid time off policy
Community service leave
Company
Data Recognition Corporation
DRC was founded in 1978 as a service firm specializing in test and survey administration and processing.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Lonny Wittnebel
Chief Financial Officer
Niall Finn
Executive Vice President of Customer Service/Chief Quality Officer
Recent News
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