Job description

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.

HERFF JONES, Customer Service Training Coordinator – Indianapolis, IN

Your Opportunity:
The Herff Jones Fine Paper Customer Service Team is looking for a Training Coordinator 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.

Shift: Standard shift is 8:00am – 5:00pm Monday - Friday. Some overtime may occasionally be needed in order to to prepare for training classes.

Here's How You’ll Make an Impact:
Reporting to the Customer Experience Improvement Manager, you will be responsible to ensure that the team members in the Customer Service (CS) team have the skills, knowledge, and behaviors to deliver top class customer support for our customers. The learning process has to be ongoing and a trainer’s job is to maintain it at the highest possible level by choosing the most appropriate learning methodology for the situation and learners.

At Herff Jones we may have been around for 100 years, but we still have the mentality of a scrappy startup. For you, that means your job may grow and change over time. But don’t worry, we would never ask an employee to take on an assignment they didn’t already have the right skill sets they needed to succeed.

What We Want You to Accomplish:

• Liaison with CS management and CS operations to identify trends and individual areas of development to maintain an ongoing training needs analysis ensuring overall quality of training
• Liaison with CS management and CS operations to deliver a new hire Customer Service training schedule that meets the business' requirement and adjust it where appropriate if business requirements change
• Ensure all subject matter experts participating in training are prepared to deliver according to the agreed schedule
• Provide an effective induction process for all new starters and work with HR, Planning, Team Managers, and any other appropriate persons to ensure the employees have a great introduction to the company and their role
• Identify training requirements within all areas of customer support such as follow up training and product knowledge
• Accountable to be up to date with latest business changes and updates including: business, strategy, products, projects and tools; and ensure that all CS team members are delivered timely learning to continue to deliver an outstanding service to our customers
• Develop training materials and plan according to CS business requirements
• Undertake quality assurance checks that will inform the training needs of the Customer Service Representatives, design and deliver the relevant training interventions to accommodate for those development areas
• Deliver the new hire Customer Service training to ensure all new starters have a clear introduction to working in CS and all brands of Herff Jones
• Provide training both in person and through E-learning of the training team to CS
• Provide the highest possible quality of training for Customer Service employees and ensuring overall quality is consistently delivered
• Deliver any other training as directed by the department
• Provide ongoing coaching and feedback to new employees in their first six months
• Utilize current onboarding/training program and create centralized end to end training & user guided
• Create full job aides for current and new Customer Service Representative

What You’ll Bring to the Table:

• 3 years of hands-on training experience
• Prior Consulting Experience preferred
• An ability to assess training effectiveness and determine the impact of training on employee skills and performance.
• Proven success to effectively communicate (listening, writing and verbal) across all levels of an organization. Strong detail-orientation with the ability to read, interpret and explain various concepts.
• INTERMEDIATE skills with Microsoft Office and learning new systems/technology with understanding some work is processed manually.
• Demonstrated success working in a fast-paced environment and adapting to changing requirements.

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.

Job Type: Full-time

Pay: From $25.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Training Coordinating: 3 years (Preferred)
• Creating training materials: 1 year (Preferred)

Work Location: One location

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