Sales Support Specialist/ Customer Service

Lifetouch National School Studios Inc. - Lubbock, TX3.7

Lifetouch has a dynamic opportunity for a Sales Support Specialist. This role ensures accounts receive first-rate service and support with regards to their questions and concerns. The Sales Support Specialist assists with account inquiries and provides information back to Sales Professionals.

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.

Sales Support Specialist Primary Duties and Responsibilities:
Acts as the first point of contact for schools by answering the telephone/emails and ascertaining the nature of the business.
Responsible for account management and accuracy by partnering with the Sales Professionals to ensure accurate contact information and school enrollment.
Provides sales professionals and/or customers with calendar details.
Contact accounts to secure student subject data (EDT) 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.
Supporting 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. .
Provides technical support for the Lifetouch Portal to school contacts (i.e. promotes/trains school contacts on the features and benefits possible via the Portal). (The promotion/training should be secondary to the Sales Rep's efforts).
Contacts and works with account to collect and fix Composites as needed.
Responds to and resolves basic account calls and/or escalates non technical issues for all accounts to the Operations Manager.
Responds to and resolves customer service issues identified through customer service feedback surveys (i.e. InMoment surveys).
Responsible for ID design in partnership with the Sales Professional or Account Manager.
Responsible for the completion of all Mobile Change Forms for date changes and added dates.
Works with numerous account and job entry tools (Field Operation Workbench and others).
Investigation and resolution for lab delays.
Investigation and resolution of customer service issues (i.e. missing or incorrect packages). Handles escalated non-technical issues for all accounts. Provides timely feedback to the appropriate Sale Professional to ensure account satisfaction.
May assist Area Photographic Operations Manager with payroll, expense reporting, and p-card reconciliation
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.
Maintains confidentiality of school/student related information.
Other duties as assigned

Minimum General Qualifications:
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.
Please send resumes to:

Lifetouch Is An Equal Opportunity Employer