Customer Service Representative

JOIN THE BEST TEAM ON THE FIELD IN SPORT, SPIRIT & ACHIEVEMENT

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 – New York City

Your Opportunity:
The Herff Jones Scholastics Customer Service team is looking for a Customer Service Representative (CSR) to join our team in New York City

• This is a part time position
• Typical working hours are Monday through Friday from 8 am to 5 pm (extended hours from Jan 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:
The CSR is an important part of the team that supports high schools and other educational institutions (customers). You would be responsible for providing exceptional customer service to both internal and external customers by answering and providing information, via phone, email and web, as well as providing support to Account Coordinators in the Scholastic Department. A strong focus on providing outstanding customer service and a balance of priorities will be key to operating successfully in the role. If you are a champion for customer service, we want you!

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 CSR working side-by-side to teach the role.
• Understand the high-level flow of products and processes in the fine paper customer service department.

First 90 days:

• Build initial relationships with internal team you would support including Account Coordinators.
• Become proficient in performing basic operations independently or with little oversight with the technology utilized including phone and email.
• Meet or exceed call center goals and objectives.

First 120 Days:

• Ability to operate all responsibilities independently and serve as a subject matter expert for customer inquiries.

What You’ll Be Doing On A Daily Basis:

• Provide proactive customer service to internal and external customers via phone, email and web inquiries.
• 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.
• 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.
• Manage/process customer orders and requests for various Herff Jones products and services.
• Assist customer with online ordering and questions.
• Assist with other functions as assigned.

What You’ll Bring to the Table:

• Bachelor’s/Associates Degree preferred or 2 years of equivalent customer service experience.
• Previous success in a customer service role 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.
• Intermediate 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.
• Technical knowledge of order entry and processing systems/orders.
• 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 administrators) and field sales representatives.

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, gend