Description

At Lifetouch (part of the Shutterfly family of brands), 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 85 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, and events.

The Customer Care Specialist will be handling high volumes of inbound customer calls, email and chat requests regarding order/reorders, problem resolution, and promotions resulting in achievements of business objectives. Ensuring productivity and quality assurance are achieved based on business needs.

What You'll Do Here:

  • Provide reporting, administrative, and communication support to Customer Care team and Customer Care leadership
  • Own all Order Entry tasks
    • Input charges, cancellations into WebEasier
    • Own supplement/gatefold and Nameplate processes
    • Act as gatekeeper in page count changes Facilitates NOE (Notice of Exception) process
  • Research complex issues in partnership with the rest of Escalated Support team
  • Serve in a team Help Desk/Support role to assist other team members
  • Track, route, and redirect problems to correct resources
  • Liaison between Yearbook Dev 2.0/FTOS teams and Customer Care to quickly address and fix website glitches
  • Partner with FTOS to mitigate tasking tickets to L2 support
  • Top 10% account support
  • Ability to facilitate team huddles and contribute to team member training and onboarding
The Skills You'll Bring:
  • Associates degree or equivalent experience
  • At least 1 year of working experience in providing Customer Care services for external clients
  • Advanced troubleshooting and multi-tasking skills
  • Ability to stay calm in a dynamic, fast-paced environment
  • Total Customer service orientation
  • Working knowledge of Service desk software (ServiceNow preferred)
  • Strong client-facing and communication skills (Written and verbal)

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