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Shutterfly: Account Specialist


This is a Full-time position in Houston, TX posted June 16, 2021.

Lifetouch has an exciting opportunity for an Operations Account 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 SUMMARYServes as operational touch point and support for the sales function with a focus on host services and event management.PRIMARY DUTIES AND RESPONSIBILITIESHost ServicesActs 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 satisfactionInvestigates and resolves lab delaysProvides technical support for the Lifetouch Portal, Parent Notify, Prestige Yearbook Choice (PYC) and Prestige Appointment Scheduling (PAS) to school contactsContacts and works with account to collect and fix Composites as needed.Contract Management and EntryResponsible for account booking management and accuracy by partnering with the Salesfunction to ensure accurate contact information and school enrollment.Monitor, research and resolve booking exceptionsCompletes job entry across all product lines including ordering of sales materials (flyers) and school suppliesContacts accounts to secure student data (EDT) to work within the given internal Lifetouch systemsSupports the fulfillment of authorized school supply requests (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 studentsReceive completed standardized Work Orders and ID design specifications and follows up with sales staff on any open itemsMaintains confidentiality of school/student related information.Scheduling Picture Day Event(s)Selects and inputs photo date(s) into the master calendarProvides sales staff and/or customers with calendar (picture date) detailsContacts accounts to confirm details of upcoming scheduled photography eventsResponsible for the completion of all Mobile Change Forms for date changesMay include setting up the scheduling parameters for picture day for Prestige business and scheduling subjects for “road’ and studio based programs.Customer ServiceProvide customer service to end consumers as requiredResponds to and resolves customer service issues identified through customer service feedback surveys (i.E.

InMoment surveys)GeneralRepresents 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 assignedMINIMUM GENERAL REQUIREMENTSHigh 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.

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