Description

Position at Lifetouch National School Studios Inc.

Lifetouch has an exciting opportunity for a Yearbook 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 touch point and support for the sales function with a focus on host services  and event management focused on school yearbooks.

PRIMARY DUTIES AND RESPONSIBILITIES

Host Service 

  • 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
  • Provide support to yearbook accounts including assisting with yearbook design and page layouts.  Could include 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
  • Accesses and utilizes Lifetouch Publishing 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
  • Upload approved final contract to designated storage area
  • Receive completed standardized Work Orders specifications and follows up with sales staff on any open items  
  • Account confirmations for enrollment, sales materials, yearbook cover and page submission and final yearbook order confirmation
  • Monitor, research and resolve booking exceptions
  • Completes job entry including ordering of sales materials (flyers) and school supplies
  • Enrolls Account to make online yearbook website available to school
  • 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 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, 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.
CRITICAL RELATIONSHIPS
  • School Administrators
  • School Staff
  • Operations Manager
  • Territory/Area Sales employees
  • Other Sales Support Specialists
  • Area Photographic Operations Manager and Area Sales Manager
  • Territory/Area employees