Customer Service Agent I

Clear Destination Inc.; Indianapolis (IN); On-site; USD 42,000 - 48,000; Full time

Job summary

Herff Jones is seeking a Customer Service Agent I in Indianapolis to manage relationships with schools and partners, support order entry, and ensure inquiries meet service levels. You will assist with multi-channel support and liaise between customers, ISPs, and Shared Services. Full-time role with benefits.

The role requires strong communication, problem solving, and the ability to work across systems, with earlier hours and occasional overtime during peak seasons.

Qualifications

• Bachelor’s or associate degree preferred.
• Work experience in lieu of degree considered.
• Ability to manage multiple channels and maintain professionalism.

Responsibilities

• Handle multi-channel inbound communications – phone, email, web portal, ticketing system, chat – while meeting or exceeding stated service levels.
• Support on time delivery by providing customer support and raising escalation requests as needed.
• Build relationships with the broader Customer Service team and stakeholders.
• Maintain responsive, professional communication with customers, ISPs and internal personnel.

Skills

Call handling

Multichannel support

Time management

Prioritization

Policy research

Escalation

Communication

Team player

Education

Bachelor’s or Associate degree

Tools

Outlook

Excel

Microsoft Office

Job description

Position Title: Customer Service Agent I

Location: Indianapolis, IN

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.

Your Opportunity:

AsaCustomer ServiceAgent,I(CSAI), you will play an integral part in managing relationships withHerff Jones IndependentSales Partners(ISPs)and Customerssuch as high schools, colleges, and other educational institutions.The CSA Isupportssenior CSAs and Regional Leads, whomanagerelationships with our customers and Herff JonesISPs.CSA Iwill also serve as a liaison between theISP/ Customer andthe Order Entry/Shared Services team,ensuring that customer inquiries are addressed within the stated service levels.This roleensuresthatchanges are addressedwithin expected service levels.In addition,theCustomer Service Agent Iwill alsobe responsible formulti-channelcustomersupport (phone, email, ticketing system/ web portal, chat).

In peak times, theCSA team may be asked toassistenteringorders and other needsasrequiredto support customers.

Full-time role with benefits

• Typical working hours are Monday through Friday from 8 am to5pm.

• Overtime may berequiredduring peakseasonwhich may include Saturdays

What You’ll Bring to the Table:

• Ability to manage call volume while maintaining quality
• Efficiently navigate multiple systems while speaking with customers
• Strong time-management skills
• Ability to prioritize calls, orders, tickets, and follow-up work
• Comfortable working toward measurable productivity and service-level expectations
• Ability to investigate an issue rather than immediately escalation it
• Strong critical-thinking skills
• Ability to determine the appropriate resolution within established guidelines
• Willingness to research policies, order history, system information, and other resources
• Knows when an issue requires escalation and provides the next level with complete information

Core Activities:

• Handle multi-channel inbound communications – phone, email, web portal, ticketing system, chat– while meeting or exceeding statedService Levels
• Support the company’scommitment to customersof on time delivery by providingcustomersupportand raising escalation requests to senior CSA team members as needed
• Build relationshipwiththe broader Customer Service teamto support the needs of our customers
• Maintain positive and professional communications and behavior while maintaining relationshipswith Customers,ISPsand all Personnel;this includes being responsive and doing a quick turnaround on questions or concerns fromall stakeholders

Success Indicators:

• Success at Herff Jones meanseffectively communicating acrossdifferent parts& levels of an organization, balancingempathy & kindness with efficiency
• Previoussuccess in a Customer Serviceenvironmentis a plus
• Ability to communicateeffectively: listening,writing,andverballyto meet product delivery deadlines
• Moderate-to-advanced skills with Microsoft Office(Outlook email, Excel arerequired)and learning new systems/technology
• Some work is processed manually, being willing to work outside of digital toolsets
• Demonstrate success managing multipletickets &tasks at a time while payingcloseattention to detail
• Demonstrate successeffectively handlinga largecombinedmulti-channelticketvolume
• Work in a team environmentwith a positive attitudeandperformothertasksassigned to meet the team’s overall delivery goals (“24 & 2”)
• A passion for helping schools, parents, and students capture and celebrate their important achievements

Education / Certifications Required:

• Bachelor’s or associate Degree- preferred.
• Work experience in lieu of degree considered

Physical Requirements:

• Daily activity includes but is not limited to reading, lifting, carrying, sitting,keyboarding, grasping, reaching
• Being able to sit forlong periodsof time
• Ability to work alone in amoderately noisyenvironment

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.