Account Specialist in Wayne, NJ at Shutterfly

Date Posted: 1/14/2022

Job Snapshot

  • Employee Type:
  • Location:
    Wayne, NJ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Lifetouch School Photography captures smiling faces from kindergarten through high school graduation. Our photographers provide schools and families with high-quality images and a memorable Picture Day experience from start to finish.  We are part of the Shutterfly family of brands.  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.  

The Account Specialist serves as an operational touch point and support for the sales function with a focus on host services and event management.  

       Our Account Specialists enjoy: 

  • Performance based Incentives 
  • Eligible for benefits on Day One 
  • Paid training  
  • Fun team culture with an engaging Work Culture 
  • Closed over the holidays- we follow the school schedule 
  • A work environment that prioritizes health and safety to include personal protective supplies provided to each employee 

Primary Duties and Responsibilities  

  Host (School) 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 Sales function to ensure accurate contact information and school enrollment.  
  • Monitors, researches and resolves 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.  
  • Receives 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 School 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  

  • Provides customer service to end consumers as required 
  • Responds to and resolves customer service issues identified through customer service feedback surveys (i.e. InMoment surveys) 
  • 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  

 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 
  • Ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry customers 
  • Ability to handle confidential information 

           Apply today to learn more about joining the Lifetouch team as an Account Specialist! 

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