Customer Service Agent

Customer Service Agent

Location:

Indianapolis, IN

Starting Pay: $18/hr

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:

The Herff Jones Customer Service team is looking for a Customer Service Agent to join our team in Indianapolis, IN.

This is a regular, full-time position with the benefit eligibility including, medical, dental, vision, life, 401(k), paid time off, and additional voluntary benefits.

Shift: Standard shift is 8:00am – 5:00pm Monday through Friday, including weekends (as needed) during peak seasons. Peak seasons occur from March through May.

Here's How You'll Make an Impact:

As a Customer Service Agent (CSA), you will play an integral part in managing relationships with Herff Jones Independent Sales Partners (ISPs); this role is an important part of a small Sales Support team that directly services high school students, parents, and school administrators. Working alongside Sales and Service Coordinators, the successful candidate will be responsible for providing exceptional customer service by taking orders, answering general questions, and troubleshooting issues via multiple channels: phone (Five9), ticket (Zendesk), and web portal/chat.

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

What We Want You To Accomplish:

First 30 Days:

• Learning Mode – Gain all the knowledge you can from job aids and SOPs (standard operating procedures).
• On the Job Training – Train side-by-side with an experienced team of Customer Service Representatives and your Supervisor working to teach you the role.
• Embody HJ Values – Recognize the importance of our corporate values and how they apply to your everyday decisions and tasks.

First 60 Days:

• Learn About Your New Team – Build strong, respectful, and trusted relationships with teammates and leaders within your own team. Learn how your role is connected to the rest of the division, the company, and our customers.
• Know the Role – Become proficient in performing basic operations in our CRM (Zendesk) and phone (Five9) systems. Must be working independently or with little oversight.
• Keep Learning – Using a working knowledge of products, begin to understand the detailed specifications of products and as well as how our systems work.

First 90 Days:

• Own Your Position – Must handle customer concerns independently as a subject matter expert. Provide excellent and prompt service to customers.
• Become a Team Player – Using the strong relationships you've built within our team, work cohesively to solve customer service issues effectively and efficiently.
• The Power of And – Look beyond the mastered daily job functions and look for ways to be a positive driver of change in yourself and your team.

Success Indicators and

Skills:

• Respond directly to customers through ticket (Zendesk) and phone (Five9) channels, providing efficient and trusted customer service.
• Resolve product and/or service problems by clarifying complaints, identifying causes, determining resolutions, expediting corrections, and following up to ensure resolution. Be accountable as the single (and only) point of contact in resolving assigned issues.
• Provide detailed product knowledge to customers, instructing them on product specifications, ordering, and proper usage of Herff Jones products and systems.
• Meet individual and departmental metrics goals for tickets and calls (including response time, first touch resolution, call time averages, etc).
• Maintain positive, professional communication and a strong working relationship with customers and teammates. This includes being…