Customer Service Agent

Posted Thursday, August 27, 2026 at 5:00 AM

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  .

Asa Customer Service Agent,I(CSAI), you will play an integral part in managing relationships with Herff Jones Independent Sales Partners(ISPs) and Customerssuch as high schools, colleges, and other educational institutions.

The CSA Isupportssenior CSAs and Regional Leads, whomanagerelationships with our customers and Herff JonesISPs.CSA Iwill also serve as a liaison between theISP/ Customer andthe Order Entry/Shared Services team,ensuring that customer inquiries are addressed within the stated service levels.

This roleensuresthatchanges are addressedwithin expected service  addition,the Customer Service Agent Iwill alsobe responsible formulti-channelcustomersupport (phone, email, ticketing system/ web portal, chat).

In peak times, theCSA team may be asked toassistenteringorders and other needsasrequiredto support customers.

Full-time role with benefits

• Typical working hours are Monday through Friday from 8 am to5pm.
• Overtime may berequiredduring peakseasonwhich may include Saturdays

• Ability to manage call volume while maintaining quality
• Efficiently navigate multiple systems while speaking with customers
• 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 escalation 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

• Handle multi-channel inbound communications – phone, email, web portal, ticketing system, chat– while meeting or exceeding stated
  
  Service Levels
• Support the company’scommitment to customers of on time delivery by providingcustomersupportand raising escalation requests to senior CSA team members as needed
• Build relationshipwiththe broader Customer Service teamto support the needs of our customers
• Maintain positive and professional communications and behavior while maintaining relationships with Customers,ISPsand all Personnel;this includes being responsive and done a quick turnaround on questions or concerns fromall stakeholders

• Success at Herff Jones meanseffectively communicating across different parts& levels of an organization, balancingempathy & kindness with efficiency
• Previoussuccess in a Customer Serviceenvironmentis a plus
• Ability to communicate effectively: listening,writing,andverballyto 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 multipletickets &tasks at a time while payingcloseattention to detail
• Work in a team environment with the positive attitudeandperformothertasksassigned to meet the team’s overall delivery goals (“24 & 2”)
• A passion for helping schools, parents, and students capture and celebrate their important achievements

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

• Daily activity includes but is not limited to…