Lead of Customer Service

About Herff Jones:

Indianapolis-based 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, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years. For more information about Herff Jones, please visit www.herffjones.com.

HERE'S HOW YOU'LL MAKE AN IMPACT

The key to an excellent gradation experience is to ensure that if customers need our assistance, that we respond timely and empathetically, hopefully resolving their issue on first contact. Reporting to the Customer Service Supervisor, the Lead will learn all CS roles to provide optimal productivity in the department. Flexibility and the ability to manage multiple workstreams are necessary; other duties are needed from time to time.

WHAT YOU'LL ACCOMPLISH

Coordinate the daily activities of Customer Service. Train new CS hires and any additional training that is needed for new/updated CS processes. Assist Supervisor in workforce management, to ensure adequate CS Agent availability during working hours to handle phone and email/ticket queues. Monitor email and phone queues to ensure adherence to the "24 & 2" SLA. Flag risks to the Zendesk/ Aircall SLA to the Supervisor, as appropriate. Assist Supervisor in preparing regular updates, such as GEMBA and SQDIC. Assist Supervisor in performing regular call & ticket audits, using an established call quality matrix. Raise concerns to the Supervisor for appropriate handling. Wherever performance issues are noted, share those with the Supervisor for appropriate coaching. Assist in creating and maintaining a positive working environment for all team members. "Stop drama and gossip in their tracks." Catch people doing something good and recognize it publicly. Develop a working relationship with the HJ leads of the offshore Business Process Outsource (BPO) team, to ensure adequate handling of customer-facing tickets, as they relate to the Arcola team. Act as the primary resource for questions and inquiries from the support staff. Expedite rush and specialty orders to ensure their timely delivery to the customer. Knowledgeable about the use and function of all office equipment in the department, including all printers, burster, decollator, copier, and fax machines. If potential process, team structure, or other types of improvements are identified, share these with the Supervisor for consideration. Begin to learn the key functions of a

Supervisor:

Coaching & Development, Quality Assurance, Process Improvement, People Management, and maintaining a positive Work Environment. Other duties as assigned.

WHAT YOU'LL BRING TO THE TABLE

Experience in a customer service leadership function preferred; progression in a CS organization, from junior to senior agent. Strong organizational and interpersonal communication skills. Reading, writing and math skills commensurate with job duties. Good working knowledge of PC and related software programs, specifically Microsoft Office programs with an emphasis on Excel. Power BI skills are a plus. Ability to work independently with minimum supervision. Physical strength and dexterity to perform essential job functions. Strong product knowledge and basic working knowledge of Warehouse Processing and Manufacturing Department procedures and personnel.

PHYSICAL ACTIVITIES

Lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting. Reading, communication, and simple math. Standing on a fatigue mat in a specific area throughout a 10 hour+ shift.

Be able to regularly lift/move up to 50lbs.

Noise level in the work environment is usually moderate to above moderate.

THIS POSITION MAY BE SUBJECT TO MANDATORY OVERTIME

during the busy season, including long weekday shifts and Saturdays. Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Herff Jones strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity. Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé will become the property of Herff Jones. Herff Jones will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.