Yearbook Sales Support in Herndon, VA at Lifetouch National School Studios Inc.

Date Posted: 6/21/2018

Job Snapshot

  • Employee Type:
  • Location:
    Herndon, VA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description


Ensure accounts receive first-rate service or support with regard to their questions and concerns. Assists with account inquiries that have questions or concerns and provides information back to Sales Professional.

Primary Duties and Responsibilities

  • Provides sales professionals and/or customers with calendar details.
  • Manages the master calendar, which combines photography assignments, camera schedules, and account information.
  • Contacts accounts to confirm the details of upcoming scheduled photography events. Ensures Vision and the master calendar is updated accordingly.
  • Responds to and resolves basic account calls and/or escalates non technical issues for all accounts to the Operations Manager.
  • Gathers lead information for Sales Professionals and may act as lead generators by calling potential customers.
  • Receives agreements from sales and enters the "booking" into Lifetouch data bases.
  • Receives work orders from sales and reviews for accuracy and completes data entry.
  • Works with the account database and software including Vision and online applications.
  • Gathers pre-picture day information from accounts via EDT requests and confirmation and verification calls.
  • Handles escalated non-technical issues for all accounts. Provides timely feedback to the appropriate Sale Professional to ensure account satisfaction.
  • 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.
  • Other duties as assigned.
  • May be responsible for other duties including, but not limited to:

  • Acting as the first point of contact for customers by answering the telephone or greeting visitors/customers, and ascertaining the nature of the business.
  • Handling customer calls that are transferred from the National Contact Center.
  • Providing general customer support, which includes answering all incoming customer calls regarding order status, order process, package and price clarification, special services, retakes, reorders, refunds, and telephone orders.
  • Responding to customer email inquires in a timely manner.
  • Routes calls or directs visitors/customers to appropriate area employees or escalates account inquiries to Operations Manager.
  • Provide administrative and clerical support to the operation center supervisors and managers. This may include typing, filing, ordering supplies, photo copying, and opening and distributing mail, file preparation, taking and distributing meeting minutes, electronic scheduling through Outlook, travel arrangements, and meeting coordination.
  • Monitoring the security cameras and notifies management if anything concerning is observed.
  • Collaborating on special projects with other administrative staff.

  • 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 word processing and spreadsheet software required.
    • 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.
    Lifetouch is an Equal Opportunity Employer