Customer Service Agent I

Customer Service Agent I

Location: Indianapolis, IN

Starting Pay for position: $21

JOIN OUR TEAM!

About Herff Jones:

Indianapolis-based Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones' products include class rings and jewelry, caps and gowns, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years.

Your Opportunity:

As a Customer Service Agent, I (CSA I), you will play an integral part in managing relationships with Herff Jones Independent Sales Partners (ISPs) and Customers such as high schools, colleges, and other educational institutions. The CSA I supports senior CSAs and Regional Leads, who manage relationships with our customers and Herff Jones ISPs. CSA I will also serve as a liaison between the ISP/Customer and the Order Entry/Shared Services team, ensuring that customer inquiries are addressed within the stated service levels. This role ensures that changes are addressed within expected service levels. In addition, the Customer Service Agent I will also be responsible for multi-channel customer support (phone, email, ticketing system/web portal, chat).

In peak times, the CSA team may be asked to assist entering orders and other needs as required to support customers.

Full-time role with benefits

• Typical working hours are Monday through Friday from 8 am to 5 pm.
• Overtime may be required during peak season which may include Saturdays

What You'll Bring to the Table:

• Ability to manage call volume while maintaining quality
• Efficiently navigate multiple systems while speaking with customers
• Strong time-management skills
• Ability to prioritize calls, orders, tickets, and follow-up work
• Comfortable working toward measurable productivity and service-level expectations
• Ability to investigate an issue rather than immediately escalate it
• Strong critical-thinking skills
• Ability to determine the appropriate resolution within established guidelines
• Willingness to research policies, order history, system information, and other resources
• Knows when an issue requires escalation and provides the next level with complete information

Core Activities:

• Handle multi-channel inbound communications phone, email, web portal, ticketing system, chat while meeting or exceeding stated Service Levels
• Support the company's commitment to customers of on time delivery by providing customer support and raising escalation requests to senior CSA team members as needed
• Build relationship with the broader Customer Service team to support the needs of our customers
• Maintain positive and professional communications and behavior while maintaining relationships with Customers, ISPs and all Personnel; this includes being responsive and doing a quick turnaround on questions or concerns from all stakeholders

Success Indicators:

• Success at Herff Jones means effectively communicating across different parts & levels of an organization, balancing empathy & kindness with efficiency
• Previous success in a Customer Service environment is a plus
• Ability to communicate effectively: listening, writing, and verbally to meet product delivery deadlines
• Moderate-to-advanced skills with Microsoft Office (Outlook email, Excel are required) and learning new systems/technology
• Some work is processed manually, being willing to work outside of digital toolsets
• Demonstrate success managing multiple tickets & tasks at a time while paying close attention to detail
• Demonstrate success effectively handling a large combined multi-channel ticket volume
• Work in a team environment with a positive attitude and perform other tasks assigned to meet the team's overall delivery goals ("24 & 2")
• A passion for helping schools, parents, and students capture and celebrate their important achievements

Education / Certifications Required:

• Bachelor's or associate Degree - preferred.
• Work experience in lieu of degree considered

Physical Requirements:

• Daily activity includes but is not limited to reading, lifting, carrying, sitting, keyboarding, grasping, reaching
• Being able to sit for long periods of time
• Ability to work alone in a moderately noisy environment

Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Herff Jones strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.

Any employment agency, person or entity that submits a rsum into this career site or to a hiring manager does so with the understanding that the applicant's rsum will become the property of Herff Jones. Herff Jones will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.