Job Description

Description At Lifetouch (part of the Shutterfly family of brands), we’re all about people — bringing them together, making them feel welcome, and connecting them to experiences. We make our customers’ memories last a lifetime by capturing, preserving, and sharing them through photography and personalized products. Through our family of brands, trend setting products, cutting edge technology, and best in class customer service, we help our customers, and each other, share life’s joy. Lifetouch has been the professional photography choice for schools and families for more than 85 years. Built on the tradition of “Picture Day” Lifetouch captures smiling faces, preschool through high school graduation. We also reach our customers through additional product lines including portrait studios, yearbooks, sports, and events. Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it’s the right thing to do for our business and for our people. Learn more about our commitment to Diversity, Equity and Inclusion at Shutterfly DE&I.

Primary Duties and Responsibilities:

Host Services

• Responds to and resolves basic account calls and/or escalates non-technical issues for all accounts. Provides timely feedback to the appropriate sales resource to ensure account satisfaction.
• Provides support to yearbook accounts including assisting with yearbook design and page layouts - including building yearbook pages if needed.
• Provides technical support for YBPay and Prestige Yearbook Choice.
• Investigates and resolves lab delays.
• Ensures customer understanding and compliance for yearbook publishing deadlines and material submission requirements are met.
• Accesses and utilizes Lifetouch websites to support account inquiries and internal production reporting.

Contract Management and Entry

• Responsible for account booking accuracy including moving bookings to Agreement Filed; and ensuring accurate contract information in partnering with the sales staff.
• Uploads approved final contract to designated storage area.
• Receives completed standardized Work Orders and follows up with sales staff on any open items.
• Manages account confirmations for enrollment, sales materials, yearbook cover and page submission and final yearbook order confirmations.
• Monitors, researches and resolves booking exceptions.
• Completes job entries including ordering of sales materials (flyers) and school supplies.
• Enrolls Accounts to make online yearbook website available to the school.
• Responsible for Invoice/Past Due Balance confirmation working in conjunction with Sales as needed.
• Sets up Sales Tracker, Activates YBPay and Parent Notify (if applicable).

Scheduling

• Schedules activity pictures (if applicable).
• Provides sales staff and/or customers with calendar (picture date) details.

Customer Service

• Provide customer service to end consumers as required.

General

• Represents Lifetouch in a professional manner at all times while adhering to all Company and area policies and displays confidence and professionalism even during times of stress and in difficult situations.
• Uses safe work habits including proper lifting, bending, pushing, pulling, squatting, twisting and driving techniques and adheres to all safety rules and guidelines.
• Other duties as assigned.

Minimum General Requirements:

• High school diploma or equivalent with relevant post-secondary coursework/formal customer service training.
• 2+ years of customer service experience or an equivalent combination of education and experience.
• Intermediate to advanced computer skills, including using Google platform and Microsoft Office- Excel, Word and PowerPoint.
• Superior phone and customer service skills/etiquette.
• Excellent verbal, written, listening, and interpersonal skills.
• Strong problem solving and organizational skills.
• Ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry customers.
• Ability to handle confidential information.