Description

Lifetouch School Photography captures smiling faces from kindergarten through high school graduation. Our photographers provide schools and families with high-quality images and a memorable Picture Day experience from start to finish.  We are part of the Shutterfly family of brands.  At Shutterfly, 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.  

The Account Specialist serves as an operational touch point and support for the sales function with a focus on host services and event management.  

 

       Our Account Specialists enjoy: 

• Performance based Incentives 

• Eligible for benefits on Day One 
• Paid training  
• Fun team culture with an engaging Work Culture 
• Closed over the holidays- we follow the school schedule 
• A work environment that prioritizes health and safety to include personal protective supplies provided to each employee 

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Primary Duties and Responsibilities  

 
  Host Services  

• Acts as the first point of contact 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 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.  
• Monitors, researches and resolves 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 process.  
• May create marketing collateral for Prestige business and ship the picture day reminders to students.  
• Receives 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.  

 

Customer Service  

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

 

 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 
• Ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry customers 
• Ability to handle confidential information 

 

           Apply today to learn more about joining the Lifetouch team as an Account Specialist!