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  • Sun Valley, NV 89433

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Customer Service Lead

Lifetouch Portrait Studios Inc. • Sun Valley, NV

Posted 2 months ago

Job Snapshot

Travel - Negligible
Degree - High School
Printing - Publishing
Customer Service

Job Description

The Lead performs an important role in Customer Service’s ability to achieve results and provide remarkable customer service.

  • Assists in daily operations (including workflow, call volumes, Internet orders and email correspondence).
  • Communicates clearly and frequently with staff to ensure responsibilities and expectations are understood.
  • Takes initiative to resolve customer experience or product issues, in a customer-focused manner by leveraging service recovery processes, as needed.
  • Works with field management and production to resolve product issues, generate refunds, provides compensation as well as reorders/remakes.
  • Performs customer support (via phone and email) to handle routine inquiries and problems from internal and- external customers regarding photography, production and services.
  • Provides customer support utilizing multiple computer applications, including the eCommerce site.
  • Uses computerized system for accurate tracking, information gathering and troubleshooting.
  • Safe-guards all customer, employee and company proprietary and personal information ensuring customer and employee data is kept confidential at all times.
  • Promotes and sells products and services, occasionally.
  • Assists with Customer Service Representative skill building and training.
  • Applies company policies and procedures to ensure consistency as well as compliance.
  • Recognizes product, quality, service, marketing trends or issues and escalates as appropriate.
  • Performs other projects or miscellaneous duties as requested or assigned.
Education: High school diploma or equivalent related experience. Post-secondary education, strongly preferred.

Experience: 2-5 years of customer service.

Other (knowledge, skills, and abilities):
  • Ability to work a varied schedule including days, nights, holidays and weekends, as needed.
  • Possess a general knowledge of the organization, products or services.
  • Strong interpersonal and collaboration skills.
  • Strong computer skills (e.g., navigation, data entry), including Microsoft Outlook.
  • Strong communication skills (written, verbal and listening).
  • Detail oriented in the execution and follow-up of work.
  • Critical thinking and problem solving skills.
  • Strong interpersonal and collaboration skills.
  • Ability to balance and execute against multiple projects/priorities simultaneously.
  • Takes initiatives.


Job ID: 26307384
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