Account Specialist

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:

- Sign on bonus 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!

Job Type: Full-time

Pay: $15.50 - $17.50 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Glendale, AZ: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Work Location: Multiple Locations