Success Indicators: Success at Herff Jones means effectively communicating across different parts & levels of an organization, balancing empathy & kindness with efficiencyPrevious success in a Customer Service environment is a plusAbility to communicate effectively: listening, writing, and verbally to meet product delivery deadlinesModerate-to-advanced skills with Microsoft Office (Outlook email, Excel are required) and learning new systems/technologySome work is processed manually, being willing to work outside of digital toolsetsDemonstrate success managing multiple tickets & tasks at a time while paying close attention to detailDemonstrate success effectively handling a large combined multi-channel ticket volumeWork in a team environment with a positive attitude and perform other tasks assigned to meet the team's overall delivery goals ("24 & 2")A passion for helping schools, parents, and students capture and celebrate their important achievements. Core Activities: Handle multi-channel inbound communications - phone, email, web portal, ticketing system, chat - while meeting or exceeding stated Service LevelsSupport the company's commitment to customers of on time delivery by providing customer support and raising escalation requests to senior CSA team members as neededBuild relationship with the broader Customer Service team to support the needs of our customersMaintain positive and professional communications and behavior while maintaining relationships with Customers, ISPs and all Personnel; this includes being responsive and doing a quick turnaround on questions or concerns from all stakeholders.