Description

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. Through our family of brands, trend setting products, cutting edge technology, and best in class customer service, we help our customers, and each other, share life’s joy. Lifetouch has been the professional photography choice for schools and families for more than 80 years. Built on the tradition of “Picture Day” Lifetouch captures smiling faces, preschool through high school graduation. We also reach our customers through additional product lines including portrait studios, yearbooks, sports, events, and churches.

Yearbook Operations will be handling high volumes, phone calls, email, and work requests regarding yearbook creation tasks which includes providing support to yearbook accounts and contract management and entry. Ensuring productivity and quality assurance are achieved based on business needs.

What You’ll Do Here

  • Day-to-day supervision of Yearbook Operations team and team activities. (Must be able to manage team of in-person and remote agents.)
  • Coaches and guides team members through 1-on-1’s and daily work supervision
  • Manages and supports escalations and escalation process
  • Assists manager with sales, production and field relations
  • Work closely with sales team and Yearbook Adviser Support to assure information is accurate and complete
  • Uses and maintains various databases to maintain a high level of customer support
  • Ensure compliance with departmental policies, processes, procedures, standards, and guidelines
  • Enter agreement details into the system, assure schools have access to appropriate systems, make changes, provide updates to partners as needed
  • Collaborates with Training and Quality Specialist to identify and address most important training needs
  • Research questions and problems from sales partners and work with rep and production to correct the problem and ensure that future occurrences can be eliminated or reduced
  • Monitor team schedule, phone statues, and phone queues

Additional Duties and Responsibilities

  • Monitor and leverage customer care systems (IVR, ACD, e-mail, chats, special tracking databases, remote location) through appropriate set-up, training, and field communication
  • Enhance communication between Sales Pro’s, Advisers and Production
  • Provide feedback to Yearbook analysts
  • Implement quality improvements
  • Assist with the completion and administration performance reviews, performance management and goal setting in partnership with Human Resources and Customer Care Manager
  • Must be able to work a non-standard work schedule to ensure coverage during all hours of operation
  • Monitor and leverage customer care systems (IVR, ACD, e-mail, chats, special tracking databases, remote location) through appropriate set-up, training, and field communication
  • Enhance communication between Sales Pro’s, Advisers and Production
  • Provide feedback to Yearbook analysts
  • Implement quality improvements
  • Assist with the completion and administration performance reviews, performance management and goal setting in partnership with Human Resources and Customer Care Manager
  • Must be able to work a non-standard work schedule to ensure coverage during all hours of operation

The Skills You’ll Bring 

  • Associates degree or equivalent experience
  • 2+ years of customer service experience or an equivalent combination of education and experience
  • 2-4 years of Customer Service support preferred
  • Data entry experience preferred
  • 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

If this aligns to your career goals, skills and experience, we want to work with you!