Description

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 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 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).

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.

CRITICAL RELATIONSHIPS

● School Administrators

● School Staff

● Operations Leader and Team

● Territory Sales Team

● Other Sales Support Specialists