Description

Lifetouch is looking for an Account Service Representative to join our team!

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.Ê
  • Responds to and resolves basic account calls and/or escalates non-technical issues for all accounts.Ê 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.Ê
  • Monitors, researches and resolves booking exceptions.
  • Completes job entry across all product lines including ordering of sales materials (flyers) and school supplies.
  • Contact 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.Ê
  • 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.

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 ÒroadÕ and studio-based programs.

Customer ServiceÊ

  • 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).

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.Ê
  • 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.Ê
  • Superior phone and customer service skills/etiquette.
  • Excellent verbal, written, listening, and interpersonal skills.Ê
  • 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 Leader and Team
  • Territory Sales Team
  • Other Sales Support Specialists