At Shutterfly, we make life's experiences unforgettable. We believe there is extraordinary power in the self-expression. That's why our family of brands helps customers create products and capture moments that reflect who they uniquely are.
The Advanced Resolution Team (ART) Agent is responsible for acting as the Resolution Specialist for escalated customers as well as being an information resource for Customer Success Team representatives. ART agents are responsible for handling both inbound and outbound customer escalations, assisting representatives with questions, responding to customer reviews in various platforms and acting as a backup support for the social media team. The successful ART agent is customer focused, has a sense of urgency, leads by example, and has a strong knowledge of all Shutterfly and/or Lifetouch products and processes.
What You'll Do Here:
- Handle and resolve customer escalations via the inbound escalation phone queue and callback queue in ServiceCloud
- Communicate with customers via various channels including phone, email and chat
- Respond to and resolve internal representative inquiries via Peer Support
- Assess inquiries and provide accurate and consistent guidance using all resources available
- Utilize leadership resources and high-level thinking to effectively resolve escalated issues
- Interact simultaneously with several agents while maintaining a professional and accurate level of support
- Manage and follow up with contacts in the ART callback queue within 24 business hours
The Skills You'll Bring:
- Education - high school diploma or GED
- Minimum average typing speed of 35 wpm
- One year customer/client communication experience and skills
- Proficient in MS Office and Outlook
- Familiarity with systems: ServiceCloud, CS Tool (Shutterfly), Sumos (Shutterfly), Amazon Voice
- One year experience in a customer service call center environment
- Six months experience within the Shutterfly Customer Success team
- Experience in a supervisory/leadership role
- Experience in print/design a plus
- Exceptional communication and interpersonal skills: ability to effectively and concisely communicate and build relationships with customers/vendors
- Excellent organizational skills and attention to detail: ability to prioritize demands and multitask to complete daily objectives
- Resolution management skills: ability to effectively resolve escalated issues with customers in a timely manner
- Willingness and desire to go the extra mile for customers
- Desire to work in and adapt quickly to a fast-paced environment
Physical Demands and Work Environment
The following are required to perform the primary functions of the job. Reasonable accommodations may be available to individuals with disabilities.
- Sitting, speaking, and typing
- Using computers, phones and other technology devices
- Good visual and auditory skills
- Flexibility with scheduling and work hours
Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it's the right thing to do for our business and for our people. We welcome all applicants and evaluate them based on their qualifications, without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or other characteristic covered by law. Learn more about our commitment to Diversity, Equity, and Inclusion on our Career Site.
