Customer Service - Diplomas - Customer Service Representative

Company Summary:

Indianapolis-based Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for young people. 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 2,000 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience and celebrate academic milestones for more than 100 years.

Position Summary:

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. The Customer Service Agent I will provide overall customer support; CSA I 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 we want you to accomplish:

First 30 Days:

o Understand who we are at Herff Jones, and why customers come to us

o Actively participate in our in-house training program, using job aids, SOPs (standard operating procedures), and senior team members to become productive as quickly as possible

o Hands-on training while job-shadowing with a seasoned team member

o Gain a high-level understanding of the flow of products and processes

First 90 days:

o Build initial relationships with customers and sales partners in your primary region

o Become proficient in performing basic operations in our ticketing and phone systems independently, or with little oversight

First 120 Days:

o Operate independently and serve as a subject matter expert for your primary region

o Establish strong relationships with sales partners and customers – you should by this time be able to anticipate many of their needs - in your primary region

o Become proficient in performing basic operations in our ESKO customer portal and ERP system (Oracle) for basic tasks, to meet or exceed customer need dates

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 within the broader Customer Service team to support the needs of our customers

· Maintain positive and professional communications and working 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 and Skills:

· 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

· Proven 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

· Because some work is processed manually, being willing to work outside of digital toolsets

· Demonstrated success managing multiple tickets & tasks at a time while paying close attention to detail

· Demonstrated 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”)

Education/ Certifications Preferred:

· Bachelor’s or Associates degree preferred

· Honorable military service will be considered on a case-by-case basis

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

EEO Statement 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, 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.