Customer Service Agent I (Seasonal)

Talent Acquisition Team • Indianapolis, IN

13h • Onsite

About The Position

The Customer Service Agent I (CSA I) manages relationships with Herff Jones Independent Sales Partners (ISPs) and customers, including high schools, colleges, and other educational institutions. The role supports senior CSAs and Regional Leads and serves as a liaison between ISPs or customers and the Order Entry/Shared Services team, ensuring inquiries and changes are addressed within stated service levels. The CSA I provides customer support through phone, email, ticketing system/web portal, and chat. During peak periods, the team may also assist with order entry and other customer-support needs.

This is a seasonal, full-time role based in Indianapolis, Indiana. Typical hours are Monday through Friday, 8 a.m. to 5 p.m.; overtime may be required during peak season, including Saturdays. The listed starting pay is $21. The position requires managing customer communications and work items efficiently, investigating issues and resolving them within established guidelines, and escalating matters with complete information when needed. It involves frequent use of digital systems and Microsoft Office, as well as some manual processing. A bachelor’s or associate degree is preferred, though relevant work experience may be considered in lieu of a degree.

Requirements

• Ability to manage call volume while maintaining quality.
• Ability to navigate multiple systems efficiently while speaking with customers.
• Strong time-management and prioritization skills.
• Comfort working toward measurable productivity and service-level expectations.
• Ability to investigate issues rather than immediately escalating them.
• Strong critical-thinking skills and ability to determine appropriate resolutions within established guidelines.
• Willingness to research policies, order history, system information, and other resources.
• Ability to recognize when escalation is needed and provide the next level with complete information.
• Effective listening, writing, and verbal communication skills.
• Moderate-to-advanced Microsoft Office skills; Outlook and Excel are required, along with the ability to learn new systems and technology.
• Ability to manage multiple tickets and tasks while paying close attention to detail and handling a large combined multichannel ticket volume.
• Ability to work in a team environment with a positive attitude.
• Ability to sit for long periods and perform activities including reading, lifting, carrying, keyboarding, grasping, and reaching.
• Ability to work alone in a moderately noisy environment.

Nice To Haves

• Previous success in a customer service environment.
• Bachelor’s or associate degree; relevant work experience may be considered in lieu of a degree.
• Passion for helping schools, parents, and students celebrate achievements.

Responsibilities

• Handle inbound communications through phone, email, web portal, ticketing system, and chat while meeting or exceeding stated service levels.
• Support on-time delivery by providing customer support and raising escalation requests to senior CSA team members as needed.
• Build relationships with the broader Customer Service team to support customer needs.
• Maintain positive, professional, and responsive communications with customers, ISPs, and personnel, including prompt follow-up on questions or concerns.
• During peak periods, assist with order entry and other needs as required to support customers.
• Investigate customer issues using policies, order history, system information, and other resources; resolve them within established guidelines or escalate them with complete information.
• Manage calls, orders, tickets, and follow-up work while meeting productivity and service-level expectations.
• Perform other tasks assigned to support the team’s delivery goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed