Education Customer Support Agent I – Multi-Channel

Herff-Jones,-LLC; Indianapolis (IN); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Benefits

Job summary

Herff Jones, Inc. in Indianapolis, IN is seeking a Customer Service Agent I to support relationships with schools, ISPs, and customers.

You will handle multi-channel inquiries by phone, email, ticketing, and web portal, ensuring timely responses within service levels and collaborating with the Shared Services team. Typical hours are Monday through Friday, 8 am to 5 pm, with potential overtime during peak seasons.

Qualifications

• Bachelor’s or associate Degree preferred.
• Work experience in lieu of degree considered.
• Strong communication and problem-solving skills.
• Experience in customer service is a plus.

Responsibilities

• Handle multi-channel inbound communications – phone, email, web portal, ticketing system, chat – while meeting or exceeding stated service levels.
• Support the company’s commitment to on-time delivery by providing customer support and raising escalation requests to senior CSA team members as needed.
• Build relationships with the broader Customer Service team to support the needs of our customers.
• Maintain positive and professional communications, ensuring responsiveness and timely follow-up with all stakeholders.

Skills

Multi-channel communication

Call volume management

System navigation

Prioritization

Productivity & SLA awareness

Issue investigation

Critical thinking

Policy research

Escalation management

Team collaboration

Customer empathy

Education

Bachelor’s or Associate Degree preferred

Work experience in lieu of degree considered

Tools

Microsoft Office

Microsoft Excel

Outlook

Job description

Herff Jones, Inc. in Indianapolis, IN is seeking a Customer Service Agent I to support relationships with schools, ISPs, and customers.

You will handle multi-channel inquiries by phone, email, ticketing, and web portal, ensuring timely responses within service levels and collaborating with the Shared Services team. Typical hours are Monday through Friday, 8 am to 5 pm, with potential overtime during peak seasons.