Customer Service Agent I (Seasonal)
About The Position
Herff Jones is hiring a seasonal Customer Service Agent I (CSA I) in Indianapolis, Indiana. The CSA I helps manage 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 handled within stated service levels. The CSA I provides customer support across 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 full-time seasonal role with benefits. Typical hours are Monday through Friday, 8 a.m. to 5 p.m.; overtime may be required during peak season and may include Saturdays. Starting pay is $21. Herff Jones is an Indianapolis-based provider of graduation and educational products and services, including class rings and jewelry, caps and gowns, diplomas and announcements, and motivation and recognition programs. The company works through a nationwide network of more than 1,400 employees and sales partners and has supported students’ educational experiences for more than 100 years.
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 for calls, orders, tickets, and follow-up work.
- Comfort working toward measurable productivity and service-level expectations.
- Strong critical-thinking skills and ability to investigate issues rather than immediately escalating them.
- Ability to determine appropriate resolutions within established guidelines and recognize when escalation is required, providing complete information to the next level.
- Effective listening, written, 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.
- Attention to detail and ability to manage multiple tickets and tasks while handling a large combined multi-channel volume.
- Willingness to perform some work manually and outside digital toolsets.
- Ability to work in a team environment with a positive attitude.
- Bachelor’s or associate degree preferred; relevant work experience may be considered in lieu of a degree.
- Previous success in a customer service environment is a plus.
Nice To Haves
- Previous success in a customer service environment.
- Bachelor’s or associate degree.
Responsibilities
- Handle inbound communications through phone, email, web portal, ticketing system, and chat while meeting or exceeding stated service levels.
- Support on-time delivery commitments by assisting customers and raising escalation requests to senior CSA team members when needed.
- Build relationships with the broader Customer Service team to support customers.
- Maintain positive, professional, and responsive communications with customers, ISPs, and personnel, providing timely follow-up on questions or concerns.
- Investigate customer issues using policies, order history, system information, and other resources; determine appropriate resolutions within established guidelines and escalate issues when appropriate.
- Assist with order entry and other customer-support needs during peak periods.
- Perform other tasks assigned to support the team’s delivery goals.
Benefits
- Benefits are offered; specific benefits are not listed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
