Customer Service Agent I

About the role

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.

Responsibilities

• Manage relationships with Herff Jones Independent Sales Partners (ISPs) and Customers such as high schools, colleges, and other educational institutions.
• 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.
• Ensure that changes are addressed within expected service levels.
• 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.

Requirements

• Ability to manage call volume while maintaining quality.
• Efficiently navigate multiple systems while speaking with customers.
• Strong time-management skills.
• Comfortable working toward measurable productivity and service-level expectations.
• Strong critical-thinking skills.
• 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.

Qualifications

• Required: Bachelor’s or associate Degree - preferred. Work experience in lieu of degree considered.
• Moderate-to-advanced skills with Microsoft Office (Outlook email, Excel are required).
• 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.
• A passion for helping schools, parents, and students capture and celebrate their important achievements.

Skills

• Effective communication: listening, writing, and verbally to meet product delivery deadlines.
• Ability to communicate effectively: listening, writing, and verbally to meet product delivery deadlines.

Benefits

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.

Pay

Typical starting pay for this role is $21 per hour.

Schedule

Full-time role with typical working hours of Monday through Friday from 8 am to 5 pm. Overtime may be required during peak season which may include Saturdays.

Company Information

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.