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:

  • Sign on bonus + 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

Primary Duties and Responsibilities 
 Host (School) 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 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. 

Scheduling School 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 

  • 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!