Customer Service Support Lead

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; 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.