Customer Service Support Lead - Onsite

Customer Service Support Lead

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