Customer Service Representative

At Lifetouch (part of the Shutterfly family of brands), we believe there is extraordinary power in the self-expression. Built on the tradition of “Picture Day”, Lifetouch has captured the unique personalities of children and families for more than 85 years.

What You’ll Do Here:

• Answer inquiries from customers as well as explaining the products and services offered – by phone, email or mail
• Receive, process, and track customer orders using Lifetouch systems
• Investigate and resolve issues and complaints from customers
• Act as the liaison between the customer and the Service Centre
• Communicate with employees and customers through e-mail, mail, phone, or chat

The Skills You’ll Bring:

• High school diploma or equivalent
• Proficient speaking, reading and writing abilities in English
• 2+ years of customer service experience
• Basic to intermediate computer knowledge; including navigation of the internet
• Superior phone and customer service skills/etiquette
• Excellent interpersonal skills
• Outstanding organizational time management and problem solving
• Ability to patiently handle and resolve problems and complaints in a courteous and professional manner
• Ability to maintain confidential information

Other Requirements:

• Availability to work until July 2025, between the hours of 7:30 am -7:00 pm CST Monday-Friday
• Minimum 18 years of age

This position is a remote, work from home position. You must be able to perform the same duties, assignments, and other work obligations equivalent to working onsite in a distraction-free environment.

• Responsible to provide childcare/adult care during their assigned work schedule 
• Continue to abide by Shutterfly’s policies, including but not limited to, Anti-harassment/Discrimination, Communications, and Workplace Safety policies
• Be available to their manager, co-workers and customers during the employee’s assigned work schedule via telephone, email, and online messenger 
• Notify their manager prior to any anticipated change in their assigned work schedule 
• Be available to attend scheduled meetings from home or onsite as applicable 
• Accurately record all working time via Kronos 
• Maintain a designated at-home workspace in safe and secure condition 
• Maintain a working cell phone to receive Multi-factor authentication messages to sign-in to VPN
• Come to the site prior to the first day to set up and pick up computer system

The employee must provide all furniture, equipment and office supplies needed to work from home. Employees are responsible for the installation, monthly costs and maintenance of a reliable wired internet connection with a minimum of a 25 Megabits per second (Mbs) download speed. Shutterfly/Lifetouch is not responsible for damage to or expenses for maintaining, repairing or replacing any furniture or employee equipment.

Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it’s the right thing to do for our business and for our people. Learn more about our commitment to Diversity, Equity and Inclusion at Shutterfly DE&I.

This position will accept applications on an ongoing basis until filled.