Ensure accounts receive first-rate service or support with regard to their questions and concerns. Assists with account inquiries that have questions or concerns and provides information back to Sales Representatives.
- Acts as the first point of contact for hosts/school by answering the telephone and ascertaining the nature of the business.
- Responsible for account management and accuracy to include moving bookings to Agreement Filed, ensuring accurate contact information and partnering with the Sales Representatives to ensure accuracy.
- Utilizing Work Orders provided by the Sales Representatives, completes job entry across all product lines. This includes: Job set up, PDK (Picture Day Kit), and names upload
- Provides sales representatives and/or customers with calendar details.
- Responsible for the establishment of the the master calendar and to assign photo days
- Contact accounts to secure student data and format the data to work within the given internal Lifetouch systems.
- Contacts accounts to confirm the details of upcoming scheduled photography events. Ensures Field Operations Workbench is updated accordingly.
- Responds to and resolves basic account calls and/or escalates non technical issues for all accounts to the Sales Support Lead.
- Responsible for ID design in partnership with the Sales Representatives
- Works with numerous account and job entry tools (Field Operation Workbench, Vision, Infinity, Shutterware, and others)
- Investigation and resolution for lab delays.
- Handles escalated non-technical issues for all accounts. Provides timely feedback to the appropriate Sale Representative to ensure account satisfaction.
- 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.
- Through the utilization of the Strategic Pricing tool ensures that yearbook accounts are entered, that flyers are ordered and that YBpay is established.
- Ensures customer understanding and compliance to publishing deadlines and material submission requirements.
- Upon delivery of the yearbook provide invoicing and follow up to ensure payment has been executed to Lifetouch.
- Completes all yearbook training programs as offered by Lifetouch Publishing Training Department.
- Collaborates with Lifetouch Publishing Production, KC Customer Care and LNSS Lab personnel to resolve customer and Sales Representative inquiries.
- Provides on-going support and follow-up for all LPI Marketing/Sales promotions, initiatives and workshops.
- Accesses and utilizes Lifetouch Publishing websites to support customer inquiries and internal production reporting.
- Other duties as assigned
+--------------------------------------------------------------------------+
| CRITICAL RELATIONSHIPS |
+--------------------------------------------------------------------------+
- School Administrators
- School Staff
- Sales Support Supervisor
- Territory Sales Professional(s)
- Other Sales Support Specialists
- Service Center Manager
- Territory employees
- Other Service Center employees
Required Skills
- High school diploma or equivalent and relevant post-secondary coursework/formal customer service training
- Intermediate to advanced computer skills, including word processing and spreadsheet software required
- 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
Required Experience
- 2+ years of customer service experience or an equivalent combination of education and experience