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Description
Are you an experienced customer-focused individual looking to make a change? Do you want to be able to work from home? Then this opportunity is for you!
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 more than 85 years.
What you’ll do:
Answer inquiries from customers as well as explaining the products and services offered – by phone or chat
Receive, process, and track customer orders using Lifetouch systems
Investigate and resolve issues and complaints from customers
Act as the liaison between the customer and the Service Centre
Communicate with employees and customers through Microsoft Teams and phone
Answer real time questions from Customer Service representatives related to their call/chat, through peer support channel.
Provide next level support for escalations
Handle other off the phone tasks assigned by supervisor
Participate in planning team engagement activities for the team.
Assist and participate in projects and initiatives that could help improve team performance
Assist with Training and coaching new hires
Position Requirements:
High school diploma or equivalent
Proficient speaking, reading, and writing abilities in English
2+ years of customer service experience
Mastery of all Lifetouch Canada products and CS process (Underclass, Prestige, Sports, Yearbook and Commencements)
Basic to intermediate computer knowledge; including navigation of the internet
Superior phone and customer service skills/etiquette
Excellent interpersonal skills
Outstanding organizational time management and problem solving
Ability to patiently handle and resolve problems and complaints in a courteous and professional manner
Ability to maintain confidential information
Other Requirements:
Able to work on any 8-hour assigned shift between 7:00am to 7:00pm
Minimum 18 years of age
Successful completion of a criminal background check
This position is a remote, work from home position. You must be able to perform the same duties, assignments, and other work obligations equivalent to working onsite in a distraction-free environment
Abide by Shutterfly’s policies, including but not limited to, Anti-harassment/Discrimination, Communications, and Workplace Safety policies
Be available to their manager, co-workers, and customers during the employee’s assigned work schedule via telephone, email, and Microsoft Teams
Notify their manager prior to any anticipated change in their assigned work schedule
Be available to attend scheduled meetings from home or onsite as applicable
Accurately record all working time via Kronos
Maintain a designated at-home workspace in safe and secure condition
Maintain a working cell phone to receive multi-factor authentication messages to sign-in to VPN
Come to the site prior to the first day to set up and pick up computer system
The employee must provide all furniture, equipment and office supplies needed to work from home. Employees are responsible for the installation, monthly costs, and maintenance of a reliable wired internet connection with a minimum of a 25 Megabits per second (Mbs) download speed. Shutterfly/Lifetouch is not responsible for damage to or expenses for maintaining, repairing, or replacing any furniture or employee equipment
If you love customer service and like the idea of working from home, APPLY TODAY!
