Customer Service Agent - Diplomas - Indianapolis, IN

Herff Jones is a renowned Indianapolis-based company specializing in graduation and educational products that have inspired student achievement and created memorable educational experiences for over a century. Established in 1920, Herff Jones has built a strong reputation as the leading provider of a broad range of products including class rings, jewelry, caps and gowns, yearbooks, diplomas, frames, announcements, Greek accessories, as well as various motivation and recognition programs. The company is deeply committed to supporting students, faculty, and staff across educational institutions nationwide through its extensive network of over 1,400 employees and independent sales partners. Renowned for its dedication to celebrating student milestones, Herff Jones plays a pivotal role in marking important educational achievements throughout the lifelong learning journey. The company offers a dynamic and inclusive workplace culture that values extraordinary talent who share a passion for making a meaningful difference. By fostering a collaborative environment where motivated individuals are eager to contribute, Herff Jones invites candidates to join its team and help enhance its mission for the next 100 years. The position of Customer Service Agent I is an integral role within Herff Jones, located in Indianapolis, Indiana, offering a minimum starting pay of $21-23 per hour. This full-time opportunity includes a competitive benefits package and typical work hours from Monday to Friday, 8 am to 5 pm, with occasional overtime and peak season work on Saturdays. The primary responsibility of this role is to manage and support relationships with Herff Jones Independent Sales Partners (ISPs) and customers such as high schools, colleges, and other educational institutions. The Customer Service Agent I acts as a key liaison between ISPs, customers, and the internal Order Entry/Shared Services team, ensuring that all customer inquiries are resolved within established service levels. This role requires proactive multi-channel customer communication through phone, email, ticketing systems, web portals, and chat to provide timely responses to order status inquiries and address necessary changes efficiently. During peak periods, the CSA I team may also assist in processing orders and other tasks to support customer needs. The onboarding process emphasizes comprehensive training through an in-house program, hands-on job shadowing, and gaining a deep understanding of Herff Jones’ mission and products. Progression expectations for the first 30, 90, and 120 days focus on rapid learning, relationship building, ERP system proficiency (Oracle), and eventual independent operation as a subject matter expert within the assigned region. The role demands strong communication skills across organizational levels, attention to detail, multitasking abilities, and a customer-centric approach. Proficiency in Microsoft Office, a positive team attitude, and Spanish conversational skills are preferred. Herff Jones values diversity and is an equal opportunity employer committed to creating an environment free from discrimination and harassment. The company appreciates honorable military service and welcomes qualified candidates from all backgrounds.

• High school diploma or equivalent required
• experience in customer service preferred
• ability to work Monday through Friday 8 am to 5 pm with occasional overtime including Saturdays
• willingness to participate in in-house training and job shadowing
• ability to use standard office equipment and software
• capability to sit for long periods and perform activities such as reading, lifting, carrying, keyboarding, grasping, reaching
• ability to work independently in a quiet environment
• physical ability to use step ladders as needed