Jobs for People with MS: National MS Society

Customer Service - Program Lead Brooklyn Park, MN, USA Req #495 Wednesday, June 12, 2024 Summary: This position serves as the primary point of contact for product support of all online, software, web-based services, paper services, and the handling of customer inquiries, complaints, and escalations. Essential Position Responsibilities: Contact Channel Management - Managed customer phone/email/chat contact channels in a contact 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. Ensuring accuracy with Customer data 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, maintain, and adhere to project schedules as required by each specific Client. Conduct and participate in continuous onboarding training to mentor and educate employees. Has a 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. Assist or back-up team members during absences, for meetings, trainings, webinars, and Client communication. Work on-site at our Boone, Minnesota office Qualifications: Four years' experience working in a contract/project management environment, or Support Lead role. 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 ticket tracking software. 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. 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. Other details Job Family Administration Pay Type Salary Apply Now Brooklyn Park, MN, USA Share this job: Data Recognition Corporation is an Affirmative Action/Equal Opportunity Employer, M/F/Disabled/Veteran