At Shutterfly, Inc., we’re driven by a powerful vision: to spread joy by helping people share life’s precious moments. As a leading name in personalized photo products and services, encompassing brands like Shutterfly, Tiny Prints, Wedding Paper Divas, and Groovebook, we empower our customers to transform their cherished memories into lasting keepsakes. We’re more than just a company; we’re custodians of memories, innovating how stories are shared and legacies are preserved.
Our commitment to preserving these memories extends to our customer care teams, who we see as our everyday superheroes. While they might not wear capes, their dedication to going above and beyond to safeguard our customers’ memories and special moments is truly heroic.
Are you ready to unleash your inner superhero? We’re seeking enthusiastic individuals to join our Customer Service team for the upcoming holiday season. We have numerous seasonal contract positions available, and we’re actively conducting interviews now! Training commences in October, with contracts extending through December 2016 or January 2017. A variety of shifts are on offer, providing flexibility to suit different schedules. These positions are contracted through an on-site agency, presenting a potential pathway to full-time employment based on performance and business needs.
What Superpowers Will You Bring?
This entry-level role offers a starting pay of $13.00 per hour and the opportunity to make a real difference in our customers’ experiences. As a Customer Care Representative, your primary mission is to deliver exceptional service with every interaction. You’ll be responding to customer inquiries via phone, email, and live chat, always maintaining an efficient, professional, and friendly approach. Flexibility is key, as overtime, including weekend and evening work, will be required. For top performers, limited opportunities for extended assignments may also arise.
Your Daily Missions as a Customer Service Superhero:
- High-Volume Hero: You’ll expertly handle a high volume of inbound customer service inquiries and resolve issues across phone, live chat, and email channels, ensuring no customer request goes unanswered.
- Order Savior: You will diligently follow up on outstanding order issues, working closely with customer-submitted photos, personalized text, and order details to ensure every order is perfect.
- Performance Champion: You’ll adhere to department performance metrics related to contact handling, quality assurance, customer satisfaction scores, and schedule adherence, striving for excellence in all areas.
- Customer Advocate: You will efficiently gather customer information, thoroughly assess their needs, and provide effective solutions. You’ll also educate customers on Shutterfly’s diverse range of products and services, empowering them to make the most of our offerings.
- Problem-Solving Pro: You will resolve customer issues effectively, utilizing one-call resolution guidelines and escalating processes when necessary, ensuring swift and satisfactory outcomes.
- Policy Navigator: You’ll skillfully balance company policy with customer benefit in your decision-making, always aiming for fair and customer-centric resolutions.
- Improvement Innovator: You will identify and recommend improvements to merchandising, site usability, and policies based on valuable customer feedback, contributing to a better overall customer experience.
- Order Expert: You’ll proficiently place, track, and close orders using our internal order fulfillment system, ensuring seamless order processing from start to finish.
Do You Have What It Takes to Be a Shutterfly Superhero?
We’re looking for individuals who possess:
- Educational Foundation: At least a High School diploma or GED equivalent.
- Customer Service Experience: 1-3 years of experience in a fast-paced call center and/or e-commerce environment, demonstrating your ability to thrive in a dynamic customer service setting.
- Technical Aptitude: Experience with technical support and/or troubleshooting related to computers is highly advantageous, enabling you to assist customers with technical queries.
- Communication Mastery: Exceptional communication and interpersonal skills, allowing you to connect with customers and colleagues effectively.
- Resolution Skills: Strong problem-solving and resolution management skills to address customer issues efficiently and effectively.
- Organizational Prowess: Excellent organizational skills and meticulous attention to detail, ensuring accuracy and efficiency in your work.
- Customer-First Mentality: A genuine willingness and desire to go the extra mile for customers, demonstrating your commitment to outstanding service.
- Tech Savviness: Proficiency in using Web browsers and Microsoft Office suite (Word, Outlook, and Excel), enabling you to navigate systems and tools with ease.
A background check is required for this position. If you’re ready to use your superpowers to make a difference in customers’ lives and join a company that values memories and joy, we encourage you to apply and become a Shutterfly Customer Service Superhero!
