At Varsity Brands, we believe every student deserves the opportunity to succeed and every educator wants to make a difference. It takes a team to make a real impact, and through our three distinct brands – BSN SPORTS, Varsity Spirit and Herff Jones – and our network of 9,000+ employees and independent representatives, we are proud to partner with schools, colleges, and universities across the country to transform the student journey in SPORT, SPIRIT and ACHIEVEMENT.
Are you looking to play an important role on a winning team? Are you looking for more than “just a job,” but a place where you can truly thrive and have your daily contributions make a real difference in someone’s life? At Varsity Brands, we’re a growing company where you can lend your skills and talents in support of a greater mission. In return, you get to work with great people on challenging assignments that will accelerate your professional growth.
HERFF JONES, Customer Service Representative – Virginia Beach, VA
Your Opportunity:
The Herff Jones Customer Service team is looking for a Customer Service Representative to join our team in Virginia Beach, VA.
This is a Regular Fulltime 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 maybe needed or required during peak season.
Here’s How You’ll Make an Impact:
The Customer Service Representative is an important part of the team that supports our retailers, educational institutions, and students. The Customer Service Representative serves as a liaison between customer and production facility that creates diploma frames. They ensure that any order inquiries are addresses within expected service levels. This role provides overall customer support focusing on administrative duties such as researching order details, providing information on billing inquiries and other support to the facility and customer. Primary communication methods in each of these areas will include phone support and email response.
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 Customer Service Representative and Manager to teach the role.
Understand the high-level flow of products and processes in the Frames Division.
First 90 days:
Become proficient in performing basic operations in our customer service systems independently or with little oversight.
First 120 Days:
Operate independently and service as a subject matter expert.
Demonstrate ability to navigate systems effectively, process orders, and customer service deadlines.
What You’ll Be Doing On A Daily Basis:
Contribute to the team goal of answering 80% of calls in 20 seconds (Phone Service Level Goal).
Support the company’s goal of 99% of time delivery by providing order entry support when needed.
Maintain positive and professional communication and working relationship with customers and all Personnel. This includes being responsive and doing a quick turnaround on questions or concerns from the customer and internal personnel.
Provide administrative assistance to as directed by Customer Service Manager, or other leadership.
Work in a team environment and work on other tasks as assigned to meet the frame team’s overall delivery goal.
What You’ll Bring to the Table:
Highschool or GED required.
Proven success to effectively communicate (listening, writing and verbal) to meet product delivery deadlines.
Previous success in an Account Management or Customer Service working with multiple accounts with strong problem solving and organization.
Proven ability to communicate through email and interpersonal communication with balanced with information, care, and kindness.
Moderate to advanced skills with Microsoft Office (specifically Excel) and learning new systems/technology with understanding some work is processed manually.
Demonstrated success managing multiple processes and tasks (including large volume of email) 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.
Physical Requirements:
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.
Look at a computer for long 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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