Yearbook Support Supervisor in Eden Prairie, MN at Lifetouch National School Studios Inc.

Date Posted: 6/26/2018

Job Snapshot

Job Description

Job Summary

Yearbook Support Supervisor/Customer Service representative will be handling high volumes of inbound customer calls, email and chat requests regarding order/reorders, problem resolution, and promotions resulting in achievements of business objectives. Ensuring productivity and quality assurance are achieved based on business needs.

Primary Duties and Responsibilities  

  • Coach and guides less experienced team members
  • Uses and maintains various databases to record and provide data in support of customer servicing issues
  • Ensure compliance with departmental policies, processes, procedures, standards, and guidelines
  • Enter printing orders into the system, and make changes and provide updates to customers as needed.
  • Research territory questions and problems and work with rep and production to correct the problem and ensure that future occurrences can be eliminated or reduced.

Additional Duties and Responsibilities    

  • Monitoring and leveraging customer care systems (IVR, ACD, e-mail, chats, special tracking databases, remote location) through appropriate set-up, training, and field communication.
  • Enhancing communication between  Sales Pro’s, Advisers and  Production
  • Providing ongoing training and development
  • Providing feedback to Yearbook analysts
  • Implementing quality improvements
  • Resolve escalated customer / field calls
  • Work in conjunction with your team
  • Assist with the completion and administration performance reviews, performance management and goal setting in partnership with Human Resources and Customer Care Manager
  • Must be able to work a non-standard work schedule to ensure coverage during all hours of operation

Education

Associates degree or equivalent experience

 

Experience

2-4 years of Customer Service support preferred

 

Other (knowledge, skills, and abilities):

  • Strong people management skills-selection, training, supervision, performance management.
  • Promoting ongoing training and development
  • Providing feedback to other AE’s.
  • Must be able to work a non-standard work schedule during peak season