Customer Service Agent

Talent Acquisition Team•Indianapolis, IN

11d

About The Position

The Customer Service Agent (CSA) supports relationships with Herff Jones Independent Sales Partners and is part of a small Sales Support team serving high school students, parents, and school administrators. Working alongside Sales and Service Coordinators, the CSA provides customer service by taking orders, answering general questions, and troubleshooting issues through phone (Five9), ticket (Zendesk), and web portal/chat channels. During peak seasons, the team may also assist with order entry and other support needs. The role includes onboarding and training during the first 30 days, developing proficiency with the CRM and phone systems and product knowledge by the first 60 days, and independently resolving customer concerns and contributing to team improvements by the first 90 days.

Requirements

Professional customer service experience with a significant track record of success.
Effective listening, writing, and verbal communication skills, including communicating by email and phone with knowledge, care, and kindness.
Moderate skill with Microsoft Office Suite, including Outlook, Excel, and Word.
Ability to learn new systems and technology quickly and efficiently.
Demonstrated ability to manage multiple processes and tasks with strong organizational and detail skills.
Positive attitude and focus on learning the complete product cycle to better serve customers.
Ability to read, communicate, lift, carry, sit, grasp, and reach.
Ability to sit and look at a computer for long periods of time.
Ability to work alone in a quiet environment.

Nice To Haves

Bachelor’s or Associate’s degree preferred.
Honorable military service may be considered on a case-by-case basis.
Fluency in Spanish preferred but not required.

Responsibilities

Respond to customers through Zendesk tickets and Five9 phone channels, providing efficient and trusted service.
Resolve product and service problems by clarifying complaints, identifying causes, determining resolutions, expediting corrections, and following up.
Act as the single point of contact for assigned customer issues.
Provide product knowledge and instruct customers on product specifications, ordering, and proper use of Herff Jones products and systems.
Meet individual and departmental ticket and call metrics, including response time, first-touch resolution, and average call time.
Maintain positive, professional communication and strong working relationships with customers and teammates.
Work collaboratively and perform assigned tasks to help achieve team goals.
Assist with order entry and other customer support needs during peak seasons.
Learn job aids, standard operating procedures, company values, products, and systems; build relationships across the team and division.
Identify opportunities to contribute positively to change in the role and team.