{"schemaVersion":"jobsearcher.job.v1","id":"09f561a7e6189769d2312e67","url":"https://jobsearcher.com/jobs/09f561a7e6189769d2312e67","canonicalUrl":"https://jobsearcher.com/jobs/09f561a7e6189769d2312e67","title":"Customer Service - Program Lead - onsite","description":"DRC is one of the largest educational assessment and curriculum/instruction companies in the industry.\n\nSummary:\nThis 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.\n\nEssential Position Responsibilities:\n\nContact 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.\nPerformance 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.\nRelationship Management – Manage communication and build relationships with external customers and internal delivery teams.\nData Management – Perform scoring and data validations adhering to company and department guidelines on processes, quality performance, and data privacy/security measures.\nSchedule Management – Build, maintain, and adhere to project schedules as required by each specific Client.\nConduct and participate in continuous onboarding training to mentor and educate employees.\nHas a direct impact on customer satisfaction as it relates to successful delivery.\nRecommend process changes and enhancements that have a direct impact to cost of delivery and service improvement.\nAssist or back-up team members during absences, for meetings, trainings, webinars, and Client communication.\nWork on-site at our Maple Grove, Minnesota office\nQualifications:\n\nFour years’ experience working in a contract/project management environment, or Support Lead role.\nDemonstrated success in the ability to effectively communicate verbally by influencing and managing customer expectations, emotions, and escalations required.\nEffective written communication skills that present thoughts in an organized and concise manner including the use of appropriate grammar, sentence structure, spelling, and punctuation required.\nProficient use of Microsoft Office Suite - Word, Excel, Outlook, Project, and familiarity with ticket tracking software.\nAbility to prioritize responsibilities and workload that ensures customer commitments are met that includes multi-task requiring the use of multiple applications concurrently.\nExperience working in a team environment in which team members support others to achieve overall department goals.\nPreferred Qualifications:\n\nBachelor’s degree in education, technology, computer science, or related field, or equivalent combination of education and experience preferred but not required.\nEssential Job Requirements:\n\nReport to work promptly when scheduled.\nBe able to work under supervision and accept feedback.\nRelate effectively and work respectfully with diverse work groups\nAbility to consistently perform well during times of increased workload.\nReporting to this position: No direct reports\n\nPhysical Requirements:\n\nAbility to sit and/or stand for up to 8-hour periods of time\nAbility to look at a computer monitor, utilize a keyboard and/or mouse for up to 8 hours per day\nAbility to lift up to 20 pounds as necessary\nDRC retains the right to change or assign other duties to this position.\n\nData 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.","company":"Data Recognition","rawCompany":"data recognition","city":"Maple Grove","state":"MN","isRemote":false,"isActive":false,"createdAt":"2026-04-12T20:42:25.210Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"},{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"}],"industries":[{"code":"611710","title":"Educational Support Services","slug":"educational-support-services"},{"code":"923110","title":"Administration of Education Programs","slug":"administration-of-education-programs"},{"code":"611699","title":"All Other Miscellaneous Schools and Instruction","slug":"all-other-miscellaneous-schools-and-instruction"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Service - Program Lead - onsite","description":"DRC is one of the largest educational assessment and curriculum/instruction companies in the industry.\n\nSummary:\nThis 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.\n\nEssential Position Responsibilities:\n\nContact 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.\nPerformance 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.\nRelationship Management – Manage communication and build relationships with external customers and internal delivery teams.\nData Management – Perform scoring and data validations adhering to company and department guidelines on processes, quality performance, and data privacy/security measures.\nSchedule Management – Build, maintain, and adhere to project schedules as required by each specific Client.\nConduct and participate in continuous onboarding training to mentor and educate employees.\nHas a direct impact on customer satisfaction as it relates to successful delivery.\nRecommend process changes and enhancements that have a direct impact to cost of delivery and service improvement.\nAssist or back-up team members during absences, for meetings, trainings, webinars, and Client communication.\nWork on-site at our Maple Grove, Minnesota office\nQualifications:\n\nFour years’ experience working in a contract/project management environment, or Support Lead role.\nDemonstrated success in the ability to effectively communicate verbally by influencing and managing customer expectations, emotions, and escalations required.\nEffective written communication skills that present thoughts in an organized and concise manner including the use of appropriate grammar, sentence structure, spelling, and punctuation required.\nProficient use of Microsoft Office Suite - Word, Excel, Outlook, Project, and familiarity with ticket tracking software.\nAbility to prioritize responsibilities and workload that ensures customer commitments are met that includes multi-task requiring the use of multiple applications concurrently.\nExperience working in a team environment in which team members support others to achieve overall department goals.\nPreferred Qualifications:\n\nBachelor’s degree in education, technology, computer science, or related field, or equivalent combination of education and experience preferred but not required.\nEssential Job Requirements:\n\nReport to work promptly when scheduled.\nBe able to work under supervision and accept feedback.\nRelate effectively and work respectfully with diverse work groups\nAbility to consistently perform well during times of increased workload.\nReporting to this position: No direct reports\n\nPhysical Requirements:\n\nAbility to sit and/or stand for up to 8-hour periods of time\nAbility to look at a computer monitor, utilize a keyboard and/or mouse for up to 8 hours per day\nAbility to lift up to 20 pounds as necessary\nDRC retains the right to change or assign other duties to this position.\n\nData 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.","datePosted":"2026-04-12T20:42:25.210Z","dateModified":"2026-04-12T20:42:25.210Z","hiringOrganization":{"@type":"Organization","name":"Data Recognition","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Maple Grove","addressRegion":"MN","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"09f561a7e6189769d2312e67"},"url":"https://jobsearcher.com/jobs/09f561a7e6189769d2312e67"}}