Customer Service Agent

Talent Acquisition Team•Indianapolis, IN

About The Position

As a Customer Service Agent (CSA), you will help manage relationships with Herff Jones Independent Sales Partners (ISPs) and support a Sales Support team serving high school students, parents, and school administrators. Working alongside Sales and Service Coordinators, you will provide customer service by taking orders, answering general questions, and troubleshooting issues via phone using Five9, tickets using Zendesk, and the web portal or chat. During peak seasons, you may assist with order entry and other customer support needs. The position includes a structured onboarding period. During the first 30 days, you will learn from job aids and standard operating procedures, train alongside experienced representatives and your supervisor, and learn how Herff Jones values inform daily work. By 60 days, you are expected to build relationships with teammates and leaders, understand how the role connects to the wider company and customers, gain proficiency with Zendesk and Five9, and develop working knowledge of products and systems. By 90 days, you are expected to handle customer concerns independently, provide prompt service, collaborate effectively with the team, and look for opportunities to contribute to positive change.

Requirements

Professional customer service experience with a significant track record of success.
Effective listening, writing, and verbal communication skills, including the ability to communicate via 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 while maintaining strong organizational and detail skills.
Positive attitude and interest in learning the complete product cycle to better serve customers.
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.
Serve as the single point of contact for assigned customer issues and take accountability for their resolution.
Provide customers with product knowledge and guidance 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 working relationships with customers, teammates, and management.
Collaborate with the team and perform assigned tasks to meet team goals.
During peak seasons, assist with order entry and other support needs as required.
Learn and apply job aids, standard operating procedures, company values, and product and system knowledge.
Build team relationships and identify opportunities to contribute to positive change.