Description
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 90 Years.
The Account Service Coordinator is responsible for managing yearbook agreements,
maintaining accurate records, and providing technical and customer support throughout the
design and production process. This role works closely with advisers and internal teams to
ensure a smooth experience from setup to delivery, including website assistance,
troubleshooting, and issue resolution.
Primary Duties and Responsibilities
● Receive and process signed yearbook agreements, update bookings, and enter event
details.
● Create and activate Yearbook APO’s, ensuring underclass APOs are properly linked, and
details are verified.
● Set up offerings and maintain accurate records for ongoing yearbook support.
● Provide prompt, professional support to customers via phone, chat and Salesforce cases,
resolving inquiries and issues efficiently.
● Maintain detailed records of customer interactions and collaborate with internal teams to
resolve complex cases.
● Assist customers with navigating and managing their yearbook website
● Provide ongoing technical support and troubleshooting for website-related issues to
ensure a smooth user experience.
● Resolve product or service issues by clarifying customer complaints, determining the
cause, selecting and explaining the best solution and following up to ensure resolution
Additional Duties and Responsibilities
● Partner with sales, Design Services, operations and manufacturing to provide feedback
and assure customer needs are being met
● Support yearbook advisers throughout the production process by assisting with quality
and delivery issues
● Participate in process improvement initiatives
● Stay up to date on product knowledge, system updates and company policies
Education
Associates degree or equivalent experience
Experience
● 2+ years of customer service experience or an equivalent combination of education and
experience.
Other (knowledge, skills, and abilities):
● Intermediate to advanced computer skills, including using Microsoft Office – Excel, Word
and PowerPoint.
● Advanced troubleshooting, 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
● Superior phone and customer service skills/etiquette
● Excellent verbal, written, listening and interpersonal skills.
● Ability to handle confidential information
● Working knowledge of Salesforce
This position will accept applications on an ongoing basis until filled.
The compensation package for this role is based on multiple factors, such as job level, responsibilities, location, and candidate experience. The base pay ranges included below are specific to the locations listed, and may not be applicable to other locations.
California : [$31,500-$44,750]
Connecticut and New York: [$31,500-$41,000]
Colorado, Illinois, Minnesota and Washington: [$31,500-$38,000]
Nevada: [$29,500-$41,000]
Maryland and New Jersey: [$34,000-$41,000]
Hawaii : [$29,500-$35,750]
This position may be eligible for a bonus incentive, health benefits, a 401K program, and other employee perks. More details about our company benefits can be found at https://shutterflyinc.com/benefits/.
This opportunity can be remote, but candidates must reside in a state in which Shutterfly is registered to do business. This includes all US states except District of Columbia, North Dakota, Mississippi, Rhode Island, Vermont, and Wyoming.
