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, Key Account Specialist – Indianapolis, IN
Your Opportunity:
The Herff Jones Customer Experience team is looking for a Key Account Specialist to join our team in Indianapolis, IN.
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 from 8 am to 5 pm (extended hours from January to June (8am to 8 pm)).
Some overtime may be needed and/or required during peak season which may include Saturdays.
Here’s How You’ll Make an Impact:
Primary responsibilities of a Key Account Specialist are to oversee our key accounts customers, which typically include our largest educational institutions supporting their students most celebrated achievement celebrations. We are looking to build strong relationships with our key accounts to increase their loyalty and provide an excellent all-around experience. This position will be in a customer facing environment that requires a good understanding of the Herff Jones products and a genuine passion for customer service. This role does require a strong self-starter and someone who can connect the dots across functional teams. This leader is communications driven and strives to deliver the best possible solution.
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 Specialist working side-by-side to teach the role.
Understand the high-level flow of products and processes in customer service department.
First 90 days:
Build initial relationships with Sales Partners and understand customer needs.
Become proficient in performing basic operations in our customer service systems independently or with little oversight.
First 120 Days:
Establish strong relationships partners and anticipate their needs.
Demonstrate ability to navigate customer service systems independently and fulfill customer service agreements to support sales partners win new business.
What You’ll Be Doing On A Daily Basis:
Act as the main point of contact for the key account customers – providing a once stop service to both the students, the school administrators, and the Sales Partners for the key account
Establish, build, and maintain strong relationships with key account & customers to build trust
Respond to key account customers inquiries via phone, email, and chat and social media
Multi-task between various inquiries and systems in a fast-paced environment
Resolve problems by investigating the presented issues in our back office, consulting with other departments and teams, and/or researching under the specific key account.
Actively listen to each customer to gain a perfect understanding of their individualized needs
Properly manage key accounts’ expectations and follow through on commitments with a strong focus on stated response times and first-contact resolution
Meet pre-determined productivity, quality, and Service Level Agreement targets
Collaborate with various departments and team members to solve inquiries
Utilizing the customer service systems, run productivity and service reports in the case management and telephony applications
What You’ll Bring to the Table:
College degree preferable and/or comparable work-related experience
Previous success in an Account Management or Customer Service working with multiple accounts with strong problem solving and organization with at least 2 years of experience
Demonstrated success managing multiple processes and tasks at a time with strong organizational and detail skill
Proven success to effectively communicate (listening, writing and verbal) at a high level both through email and interpersonal communication with influence and balanced with care and kindness
Must be able to work under demanding time commitments, especially during the graduation seasons
Knowledge of Microsoft Office programs and ERP systems
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.
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.
Apply Now
To help us track our recruitment effort, please indicate your email/cover letter where (vacanciesingreece.com) you saw this job posting.