Customer Service Agent

Herff Jones • Indianapolis, IN

9d • Onsite

About The Position

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. 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.

Requirements

• Professional customer service experience with a significant track record of success
• Effective communication skills (listening, writing and verbal) and the ability to convey information via email and phone with a balance of knowledge, care, and kindness
• Moderate skill with Microsoft Office Suite (Outlook, Excel, Word, etc.)
• Capability to learning new systems/technology quickly and efficiently
• Demonstrated success managing multiple processes and tasks at a time with strong organizational and detail skill
• A positive attitude with a focus on learning the complete product cycle to better service our customers

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

• Taking orders
• Answering general questions
• Troubleshooting issues via multiple channels: phone (Five9), ticket (Zendesk), and web portal/ chat
• Assisting with entering orders and other needs during peak seasons
• Responding directly to customers through ticket (Zendesk) and phone (Five9) channels, providing efficient and trusted customer service
• Resolving product and/or service problems by clarifying complaints, identifying causes, determining resolutions, expediting corrections, and following up to ensure resolution
• Being accountable as the single (and only) point of contact in resolving assigned issues
• Providing detailed product knowledge to customers, instructing them on product specifications, ordering, and proper usage of Herff Jones products and systems
• Meeting individual and departmental metrics goals for tickets and calls (including response time, first touch resolution, call time averages, etc)
• Maintaining positive, professional communication and a strong working relationship with customers and teammates
• Being responsive to questions and concerns from customers, coworkers, and management
• Working in an active and collaborative team environment, performing tasks as assigned to meet the team’s overall goals

Benefits

• medical
• dental
• vision
• life
• 401(k)
• paid time off
• additional voluntary benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree