- 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 scholastic product line
- Demonstrate ability to navigate CRM (Astute) and Phone (Five9) and other customer service systems/processes 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 product the product portfolio and resolve a wide range of common inquiries. What You'll Bring to the Table:
- Bachelor's or Associates Degree preferred
- 4+ years of similar customer service experience with 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 understanding 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 the learning the complete product cycle to better service the customer (schools and student/parent). 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 quite environment. 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.Varsity Brands companies are equal opportunity employers. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, gender, sexual orientation, gender identity, veteran's status, age or disability.
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Customer Support Specialist - Indianapolis, United States - HERFF JONES
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