Position: Customer Support Specialist - Scholastic Student Division
Location: Indianapolis, IN
Starting Minimum Pay Rate: $18 per hour
THE MOST TRUSTED NAME IN CELEBRATING STUDENT MILESTONES – HERFF JONES
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, yearbooks, diplomas, frames, announcements, and Greek accessories as well as motivation and recognition programs.
Since 1920, our team has worked alongside students, faculty, and staff on campuses nationwide to help build a stronger community and celebrate student milestones. Our continued success relies on hiring extraordinary talent, with a passion for making a difference and eagerness to roll up the sleeves, to help us write the story of our next 100 years.
Schedule: Monday-Friday 8:00am-5:00pm; overtime required during peak season (March-May).
Your Opportunity:
The Herff Jones Customer Service team is looking for a Customer Support Specialist to join our team in Indianapolis, IN.
This is a fulltime position with benefit eligibility including, medical, dental, vision, life, 401(k), paid time off, and additional voluntary benefits.
Typical working hours are Monday through Friday 8am – 5:00pm. Saturday or Sunday hours maybe needed or required during peak season.
Here's How You’ll Make an Impact:
The Customer Support Specialist is an important part of the team that supports high schools and other customers (students and parents). You would be responsible for providing exceptional customer service to both internal and external customers by answering and providing information, via phone, email and chat. A strong focus on providing exceptional customer service and a balance of priorities will be key to operating successfully in the role. If you are a champion for customer service, we want you!
What You’ll Be Doing On A Daily Basis:

• Respond to customers through a variety of channels including telephone (both inbound and outbound), email, and chat
• Contribute to the team goal of answering 80% of calls in 20 seconds.
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction and adjustment, and following up to ensure resolution.
• Provide exceptional customer service, negotiation, and interpersonal skills, with the ability to recognize and support the specific needs of the most vulnerable customers.
• Provide resolutions at the first point of contact, avoiding transferring the call or having customers call again.
• Deliver a detailed knowledge of product the product portfolio and resolve a wide range of common inquiries.

What We Want You to Accomplish:First 30 Days:

• Be in complete learning mode gaining knowledge from job aids and SOP (standard operating procedures)
• Trained by an experienced Student Support Specialist working side-by-side to teach the role
• Understand the high-level flow of products and processes in the scholastic customer service department along with the cyclical calendar

First 60 days:

• Build initial relationships with the internal team you would support
• Become proficient in performing basic operations in our CRM (Astute) and Phone (Five9) independently or with little oversight.

First 90 Days:

• Operate independently and service as a subject matter expert in one of the product lines included in scholastic product line
• Demonstrate ability to navigate CRM (Astute) and Phone (Five9) and other customer service systems/processes

What You’ll Bring to the Table:

• Bachelor’s or Associates Degree preferred
• 4 years of similar customer service experience with proven record in a high-volume call center.
• Proven ability to communicate at a high level both through email and interpersonal communication with influence and balanced care and kindness.
• Moderate skills with Microsoft Office and learning new systems/technology with understanding some work is processed manually.
• Team player with the ability to work with various personality types.
• Demonstrated success managing multiple processes and tasks at a time with strong organizational and detail skill.
• A positive attitude with a focus on the learning the complete product cycle to better service the customer (schools and student/parent). and field sales representatives.

Physical Activities:

• Daily activity includes but is not limited to reading, communication, lifting, carrying, sitting, grasping, reaching.
• Use of a step ladder to retrieve customer files as needed.
• Being able to sit for long periods of time.
• Ability to look at a computer for extended periods of time.
• Ability to work alone in a quite environment.

JOIN THE BEST TEAM ON THE FIELD IN SPORT, SPIRIT & ACHIEVEMENT
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. For more information about Herff Jones, please visit www.herffjones.com.
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 résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé 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.