Operations Sales Support Specialist

    Lifetouch
    Williamsville, NY 14221
    Full-time, Part-time
    Similar jobs pay $10.69 - $17.19

    Job Description

    Description

    Lifetouch has an exciting opportunity for an Operations - Sales Support Specialist to join our team.

    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.

    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.
    Posting ID: 559422804Posted: 2020-06-03