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Full-time
bachelor degree, associate degree
Full-time role with benefits
Posted 16d ago
~40 hrs/week
Responsibilities
The Customer Service Agent I manages relationships with educational institutions and sales partners while providing multi-channel support via phone, email, and chat. They also act as a liaison between customers and internal teams to ensure inquiries and orders are processed within service levels.
Requirements
Candidates should possess strong time-management and critical-thinking skills with proficiency in Microsoft Office applications. A bachelor's or associate degree is preferred, though relevant work experience will be considered in lieu of a degree.
Full 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:
As a Customer Service Agent, I (CSA I), you will play an integral part in managing relationships with Herff Jones Independent Sales Partners (ISPs) and Customers such as high schools, colleges, and other educational institutions. The CSA I supports senior CSAs and Regional Leads, who manage relationships with our customers and Herff Jones ISPs. CSA I will also serve as a liaison between the ISP/ Customer and the Order Entry/ Shared Services team, ensuring that customer inquiries are addressed within the stated service levels. This role ensures that changes are addressed within expected service levels. In addition, the Customer Service Agent I will also be responsible for multi-channel customer support (phone, email, ticketing system/ web portal, chat).
In peak times, the CSA team may be asked to assist entering orders and other needs as required to support customers.
Full-time role with benefits
Typical working hours are Monday through Friday from 8 am to 5 pm.
Overtime may be required during peak season which 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 escalate 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 stated Service Levels
Support the company’s commitment to customers of on time delivery by providing customer support and raising escalation requests to senior CSA team members as needed
Build relationship with the broader Customer Service team to support the needs of our customers
Maintain positive and professional communications and behavior while maintaining relationships with Customers, ISPs and all Personnel; this includes being responsive and doing a quick turnaround on questions or concerns from all stakeholders
Success Indicators:
Success at Herff Jones means effectively communicating across different parts & levels of an organization, balancing empathy & kindness with efficiency
Previous success in a Customer Service environment is a plus
Ability to communicate effectively: listening, writing, and verbally to meet product delivery deadlines
Moderate-to-advanced skills with Microsoft Office (Outlook email, Excel are required) and learning new systems/technology
Some work is processed manually, being willing to work outside of digital toolsets
Demonstrate success managing multiple tickets & tasks at a time while paying close attention to detail
Demonstrate success effectively handling a large combined multi-channel ticket volume
Work in a team environment with a positive attitude and perform other tasks assigned 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 for long periods of time
Ability to work alone in a moderately noisy 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.
We provide clinicians with tools to advance the entire perioperative experience.
Industry
Medical Equipment Manufacturing
Company size
1,001-5,000 employees
Founded
1999
Headquarters
Caledonia, MI
LinkedIn followers
13,911
Founded in 1999, Aspen Surgical is a leading medical device manufacturer that provides clinicians with tools to enhance the entire perioperative experience.
Aspen Surgical offers an expanding portfolio of surgical tools and solutions, as well as trusted brands that ensure consistent performance day after day, including Bard-Parker®, Bovie®, Bookwalter®, Olsen®, and more. Their high-quality products are designed with precision to meet the stringent demands of the perioperative environment.
Headquartered in Caledonia, Michigan, and extending its global footprint in Las Piedras, Puerto Rico; Agua Prieta, Mexico; and Cheltenham, Australia, Aspen Surgical stands at the forefront of trusted performance at all points of care.
For an in-depth look at products and the Aspen Surgical community, visit www.aspensurgical.com.
Offices: 6945 Southbelt Dr. SE, Caledonia, MI 49546, US · PO Box 2007 Road 183 Km 20.3, Las Piedras, Puerto Rico 00771, PR · Calle 15 Avenida 6 a la 10, Agua Prieta, Mexico 84200, MX · 4/47 Wangara Road, Cheltenham, VIC 3192 , AU
ManufacturingPackagingDistributionSales & MarketingNew Product DevelopmentQuality AssuranceOperationsSupply Chainand Continuous ImprovementHealth Care
How many Administrative jobs are open in Indianapolis, IN right now?
There are currently 1,903 open administrative positions in Indianapolis, IN listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Administrative roles in Indianapolis, IN?
Companies currently hiring include Indiana University Health, Indiana State Park Inns, Ascension, Community Health Network, Health & Hospital Corporation of Marion County, among others. Browse the listings above to see every active employer.
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