Position: Customer Service Agent
Location: Virginia Beach, VA
Starting Pay Rate:$18.00 per hour
THE MOST TRUSTED NAME IN CELEBRATING STUDENT MILESTONES – HERFF JONES
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, yearbooks, diplomas, frames, announcements, and Greek accessories as well as motivation and recognition programs.
Since 1920, our team has worked alongside students, faculty, and staff on campuses nationwide to help build a stronger community and celebrate student milestones. Our continued success relies on hiring extraordinary talent, with a passion for making a difference and eagerness to roll up the sleeves, to help us write the story of our next 100 years.
Your Opportunity:
The Herff Jones Customer Service team is looking for a Customer Service Agent to join our Virginia Beach office team.
As Customer Service Agent 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 support 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. The Customer Service Agent I will provide overall customer support, focusing on order status inquiries; CSA I 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 with entering orders and other needs as required to support customers.
- Full-time role with benefits
- Typical working hours are Monday through Friday between 8:30am and 6:00pm.
- Some overtime may be needed and/or required during peak season which may include Saturdays.
What we want you to accomplish:
- First 30 Days:
- Actively participate in our in-house training program, using job aids, SOPs (standard operating procedures), and senior team members to become productive as quickly as possible.
- Hands-on training while job-shadowing with a seasoned team member
- Understand who we are at Herff Jones, and why customers come to us.
- Gain a high-level understanding of the flow of products and processes.
- First 90 days (about 3 months):
- Build initial relationships with customer and sales partners in your assigned region.
- Become proficient in performing basic operations in our ERP system, (Pro Series)
- independently, or with little oversight
- First 120 Days:
- Operate independently and serve as a subject matter expert for your assigned region.
- Establish strong relationships with sales partners and customers – you should by this time be able to anticipate many of their needs - in your assigned region.
- Demonstrated ability to navigate ERP system (Pro Series) for basic and advanced tasks, to meet or exceed customer need dates.
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 within the broader Customer Service team to support the needs of our customers.
- Maintain positive and professional communications and working relationships with Customers, ISPs and all Personnel; this includes being responsive and doing a quick turnaround on questions or concerns from customers, ISPs, and internal personnel.
Success Indicators and Skills:
- Proven success, effectively communicating across different parts & levels of an organization, balancing empathy & kindness with efficiency.
- Previous success in a Customer Service environment
- Proven 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.
- Because some work is processed manually, being willing to work outside of digital toolsets.
- Demonstrated success managing multiple tickets & tasks at a time while paying close attention to detail.
- Demonstrated success effectively handling a large combined multi-channel ticket volume.
- Work in a team environment with a positive attitude and perform other tasks as assigned to meet the team’s overall delivery goal.
Education/ Certifications Required:
- Bachelor’s or Associates degree preferred
- Honorable military service will be considered on a case-by-case basis.
Physical Requirements:
- Daily activity includes but is not limited to reading, lifting, carrying, sitting, keyboarding, grasping, reaching.
- Use of a step ladder to retrieve customer files as needed.
- Being able to sit for long periods of time.
- Ability to work alone in a quiet environment.
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 visitwww.herffjones.com.
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.
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