Description

Position at Lifetouch National School Studios Inc.

Lifetouch has an exciting opportunity for an Operations - Sales Support Specialist to join our team.

Lifetouch National School Studios Inc., a Shutterfly Inc. company, is an industry-leader with operations in all 50 states and Canada. Employees enjoy our fast-paced, collaborative culture and the ability to directly impact our business. 

POSITION SUMMARY

Serves as operational touchpoint and support for the sales function with a focus on host services and event management.

PRIMARY DUTIES AND RESPONSIBILITIES 

Host Services

  • Acts as the first point of contact for schools by answering the telephone/emails and ascertaining the nature of the business. 
  • 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
  • Investigates and resolves lab delays
  • Provides technical support for the Lifetouch Portal, Parent Notify, Prestige Yearbook Choice (PYC) and Prestige Appointment Scheduling (PAS) to school contacts 
  • Contacts and works with the account to collect and fix Composites as needed.

Contract Management and Entry

  • Responsible for account booking management and accuracy by partnering with the Sales function to ensure accurate contact information and school enrollment. 
  • Monitor, research and resolve booking exceptions
  • Completes job entry across all product lines including ordering of sales materials (flyers) and school supplies
  • Contacts accounts to secure student data (EDT) to work within the given internal Lifetouch systems
  • Supports the fulfillment of authorized school supply requests (i.e. P.I.E. items, Montage Posters, etc.) as defined in the Portrait Agreements, Portrait Agreement Details (Work Orders) or other territory-specific processes. 
  • May create marketing collateral for Prestige business and ship the picture day reminders to students
  • Receive completed standardized Work Orders and ID design specifications and follows up with sales staff on any open items
  • Maintains confidentiality of school/student-related information.

Scheduling Picture Day Event(s)

  • Selects and inputs photo date(s) into the master calendar
  • Provides sales staff and/or customers with calendar (picture date) details
  • Contacts accounts to confirm details of upcoming scheduled photography events
  • Responsible for the completion of all Mobile Change Forms for date changes 
  • May include setting up the scheduling parameters for picture day for Prestige business and scheduling subjects for “road’ and studio-based programs.

Customer Service 

  • Provide customer service to end consumers as required
  • Responds to and resolves customer service issues identified through customer service feedback surveys (i.e. InMoment surveys)

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 and 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.