Customer Service Support I

Position: Customer Service Support I
Location: Virginia Beach, Virginia
Minimum Starting Pay: $18 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.
Position Summary:
As a Customer Service Support 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. 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 Support 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.
• · 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:
◦ Build initial relationships with customer and sales partners in your assigned region
◦ Become proficient in performing basic operations in our ERP system (Oracle) 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 (Oracle) 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 goa