Customer Service Agent I (Seasonal)

Herff Jones; Indianapolis (IN); Vor Ort; USD 24.000 - 34.000; Vollzeit

Benefits dieser Stelle

Benefits included

Zusammenfassung

Herff Jones, located in Indianapolis, seeks a Customer Service Agent I (Seasonal) to handle multi-channel inquiries for schools and partners. The role supports ISPs, processes orders, and maintains service levels with a team-focused approach.

Starting pay is $21 per hour; typical hours are 8 am–5 pm, Monday–Friday, with potential overtime in peak seasons. Full-time with benefits, based in Indianapolis, IN.

Qualifikationen

• Bachelor’s or associate degree preferred; work experience may substitute.
• Prior customer service experience is desirable.
• Ability to work a Monday–Friday schedule during 8 am–5 pm with occasional overtime.

Aufgaben

• Handle inbound calls, emails, and portal tickets to support customers and partners.
• Support ISPs and customers, escalating to senior CSAs as needed.
• Enter orders and assist during peak times to ensure timely service.
• Maintain accurate records and respond within stated service levels.

Kenntnisse

Multi-channel support

Call handling

Time management

Problem solving

Written/verbal communication

Customer focus

Ausbildung

Bachelor/Associate preferred

Tools

Ticketing system

Microsoft Office

Jobbeschreibung

Position Title: Customer Service Agent In (Seasonal)

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 be 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.