The posting
Position Title: Customer Service Agent Location: Rep Support Center Starting Pay for position: $21
JOIN OUR TEAM! About Herff Jones: Indianapolis-based Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones’ products include class rings and jewelry, caps and gowns, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years. For more information about Herff Jones, please visit www.herffjones.com. Position Summary:
As a Customer Service Agent (CSA), you will play an integral part in managing relationships with Herff Jones Independent Sales Partners (ISPs). You will be 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.
Key Responsibilities: First 30 Days
Learning Mode– Gain all the knowledge you can from job aids and SOPs (standard operating procedures). On the Job Training– Train side-by-side with an experienced team of Customer Service Representatives and your Supervisor working to teach you the role. Embody HJ Values– Recognize the importance of our corporate values and how they apply to your everyday decisions and tasks.
First 60 Days
Learn About Your New Team- Build strong, respectful, and trusted relationships with teammates and leaders within your own team. Learn how your role is connected to the rest of the division, the company, and our customers. Know the Role- Become proficient in performing basic operations in our CRM (Zendesk) and phone (Five9) systems. Must be working independently or with little oversight. Keep Learning–Using a working knowledge of products, begin to understand the detailed specifications of products and as well as how our systems work.
First 90 Days
Own Your Position– Must handle customer concerns independently as a subject matter expert. Provide excellent and prompt service to customers. Become a Team Player– Using the strong relationships you’ve built within our team, work cohesively to solve customer service issues effectively and efficiently. The Power of and– Look beyond the mastered daily job functions and look for ways to be a positive driver of change in yourself and your team.
Qualifications & Skills:
Respond directly to customers through ticket (Zendesk) and phone (Five9) channels, providing efficient and trusted customer service. Resolve product and/or service problems by clarifying complaints, identifying causes, determining resolutions, expediting corrections, and following up to ensure resolution. Be accountable as the single (and only) point of contact in resolving assigned issues. Provide detailed product knowledge to customers, instructing them on product specifications, ordering, and proper usage of Herff Jones products and systems. Meet individual and departmental metrics goals for tickets and calls (including response time, first touch resolution, call time averages, etc). Maintain positive, professional communication and a strong working relationship with customers and teammates. This includes being responsive to questions and concerns from our customers, coworkers, and management. Work in an active and collaborative team environment, performing tasks as assigned to meet the team’s overall goals.
Education & Experience:
Bachelor’s or Associate’s Degree preferred. Honorable military service may be considered, on a case-by-case basis. 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 learn 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. Fluency in Spanish preferred but not required.
Physical Requirements include but not limited to:
Reading, communication, lifting, carrying, sitting, grasping, reaching. Being able to sit for long periods of time. Look at a computer for long periods of time. Ability to work alone in a quiet environment.
Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Herff Jones strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity. Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé will become the property of Herff Jones. Herff Jones will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.
