Responsibilities and Duties

• Directly support a senior customer account managers 
• Create exceptional customer experience by actively listening, addressing the customer's wants and needs, and overcoming objections
• Work with the CET training team to train and support incoming CET team members
• Handle customer complaints and problems with the utmost level of professionalism and respectfulness, and escalate if needed
• Follow all company policies while assessing and tending to customer's needs
• Attend and actively participate in training sessions and meetings
• Answer a high volume of incoming troubleshooting calls
• Solve Tier I Technical Issues
• Follow up with clients to ensure their needs are being met and deadlines adhered to
• Communicate effectively with various contacts including advisors, parents, executive management, and internal departments
• Conduct research and investigate customer orders to provide updates regarding shipping status, refunds, or cancellations.
• Identify errors and notify appropriate management to facilitate corrective action and assist in identifying trends.
• Complete data entry in associated software systems and utilize good documentation practices to create and maintain accurate and complete electronic records.
• Maintain knowledge and proficiency in collaborative applications used in office including Microsoft Office and Google Applications
• Respond to, document and resolve customer support requests in the ticket queue
• Interact seamlessly in a cross functional team environment.
• Completion of all required company training and certifications within a timely manner
•  Adhere to policies in the Employee Handbook and maintain a professional, respectful working relationship within the company.
• And other duties as deemed by Supervisor

Requirements

• Excellent organizational skills and the ability to adhere to strict deadlines.
• Excellent interpersonal and communication skills, with the ability to comfortably speak with customers and answer their questions on the spot.
• Proficiency in communicating effectively with customers via email.
• Knowledge of Adobe Acrobat, with the ability to quickly learn new software specifically tailored for yearbooks.
• Familiarity with both PC and Mac platforms is a plus.
• Knowledge of Microsoft Office and Google Docs.
• Ability to multitask in a fast-paced environment.
• A strong eye for detail and refinement.
• Ability to work well with a team, take initiative, and follow directions.
• Comfort with working with different types of software and learning new software.

Compensation

• Based on performance/experience, with potential for a raise after training/certification.
• Job Type: Full-time
• Pay: $21-$23/ hour  based on experience  
• Expected hours: 40 per week
• Overtime in April-June
• • Including weekends and holidays as required; approx. 70hrs - 150hrs overtime including a minimum of 4 weekend coverages

About Picaboo Yearbooks

As a technology-based yearbook publishing company, Picaboo Yearbook works with thousands of clients ranging from schools to church groups, military units, corporate books, etc. Our customer service team is an elite selection of professionals who are trained to work and correspond with our schools via email, phone and video chat. We look for individuals who are upbeat, friendly, and outgoing but are also very organized, good at multitasking, and prioritizing their workload.