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Operations Account Specialist

Company: Lifetouch National School Studios Inc.
Location: Harrisburg
Posted on: July 15, 2020

Job Description:

Lifetouch has an exciting opportunity for an Operations - Account Specialist to join our team. Formerly this position was listed as an Operations - Sales Support Specialist.

Lifetouch National School Studios Inc., a Shutterfly Inc. company, is an industry-leader with operations in all 50 states and Canada. Employees enjoy our fast-paced, collaborative culture and the ability to directly impact our business.

POSITION SUMMARY

Serves as operational touch point and support for the sales function with a focus on host services and event management.

This is a full-time seasonal position.

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 Salesfunction to ensure accurate contact information and school enrollment.
    • Monitor, research and resolve 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
    • Receive 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

        • Provide 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.

Keywords: Lifetouch National School Studios Inc., Lower Merion , Operations Account Specialist, Other , Harrisburg, Pennsylvania

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