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Customer Support Representative

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Indianapolis, United States Herff Jones Full time

Position Title: Customer Support Specialist - Scholastic Student Division Location: 4719 W. 62nd St, Indianapolis, IN 46268 Compensation: $18.00 per hour Schedule: Monday-Friday 8:00am-5:00pm; overtime required during peak season (March-May). The Herff Jones Customer Service team is looking for a Customer Support Specialist to join our team in Indianapolis, IN. This is a full-time position with benefit eligibility including medical, dental, vision, life, 401(k), paid time off, and additional voluntary benefits. Typical working hours are Monday through Friday 8am – 5:00pm. Saturday or Sunday hours may be needed or required during peak season. Here's How You’ll Make an Impact: The Customer Support Specialist is an important part of the team that supports high schools and other customers (students and parents). You would be responsible for providing exceptional customer service to both internal and external customers by answering and providing information, via phone, email, and chat. A strong focus on providing exceptional customer service and a balance of priorities will be key to operating successfully in the role. If you are a champion for customer service, we want you What You’ll Be Doing On A Daily Basis: Respond to customers through a variety of channels including telephone (both inbound and outbound), email, and chat Contribute to the team goal of answering 80% of calls in 20 seconds. Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction and adjustment, and following up to ensure resolution. Provide exceptional customer service, negotiation, and interpersonal skills, with the ability to recognize and support the specific needs of the most vulnerable customers. Provide resolutions at the first point of contact, avoiding transferring the call or having customers call again. Deliver a detailed knowledge of the product portfolio and resolve a wide range of common inquiries. What We Want You to Accomplish: First 30 Days: Be in complete learning mode gaining knowledge from job aids and SOP (standard operating procedures) Trained by an experienced Student Support Specialist working side-by-side to teach the role Understand the high-level flow of products and processes in the scholastic customer service department along with the cyclical calendar First 60 days: Build initial relationships with the internal team you would support Become proficient in performing basic operations in our CRM (Astute) and Phone (Five9) independently or with little oversight. First 90 days: Operate independently and service as a subject matter expert in one of the product lines included in the scholastic product line Demonstrate the ability to navigate CRM (Astute) and Phone (Five9) and other customer service systems/processes What You’ll Bring to the Table: Bachelor’s or Associate's Degree preferred 4+ years of similar customer service experience with a proven record in a high-volume call center. Proven ability to communicate at a high level both through email and interpersonal communication with influence and balanced care and kindness. Moderate skills with Microsoft Office and learning new systems/technology with an understanding that some work is processed manually. Team player with the ability to work with various personality types. 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 the customer (schools and students/parents) and field sales representatives. Physical Activities Daily activity includes but is not limited to reading, communication, lifting, carrying, sitting, grasping, reaching. Use of a step ladder to retrieve customer files as needed. Being able to sit for long periods of time. Ability to look at a computer for extended periods of time. Ability to work alone in a quiet environment.

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