Account Service Coordinator

About the Role

At Lifetouch, which is part of the Shutterfly family of brands, the work centers on helping people express themselves and preserving the spirit of “Picture Day.” With a 90-year legacy of photographing children and families, the company places strong value on delivering a smooth and dependable customer experience.

The Account Service Coordinator supports yearbook agreement handling, record accuracy, and technical/customer assistance across the design and production journey. The role partners with advisers and internal teams to keep the process moving from setup through delivery, including website help, issue resolution, and troubleshooting.

Primary Responsibilities

• Accept signed yearbook agreements, update bookings, and enter event details accurately.
• Set up and activate Yearbook APOs, making sure underclass APOs are connected correctly and all information is verified.
• Configure offerings and keep account records current for ongoing yearbook support.
• Respond quickly and professionally to customer questions through phone, chat, and Salesforce cases.
• Track customer interactions carefully and work with internal teams to close out complicated issues.
• Guide customers as they use and manage their yearbook website.
• Deliver technical support and troubleshoot website-related problems to maintain a positive user experience.
• Address product and service concerns by identifying the issue, explaining the fix, and following through until the matter is resolved.

Additional Duties

• Work with Sales, Design Services, Operations, and Manufacturing to share feedback and help ensure customer needs are met.
• Support yearbook advisers during production, especially with quality and delivery concerns.
• Take part in initiatives aimed at improving processes.
• Keep product knowledge, system changes, and company policies up to date.

Education

An associate degree or a similar level of experience is required.

Experience

Candidates should have at least 2 years of customer service experience, or an equivalent mix of education and experience.

Skills and Abilities

• Solid computer skills, including intermediate to advanced use of Microsoft Excel, Word, and PowerPoint.
• Strong troubleshooting ability along with excellent problem-solving and organizational skills.
• Patience and professionalism when dealing with complaints or difficult customers.
• Strong phone manner and customer service etiquette.
• Excellent verbal, written, listening, and interpersonal communication skills.
• Ability to handle confidential information appropriately.
• Working knowledge of Salesforce.

Compensation and Benefits

Pay is influenced by job level, responsibilities, location, and candidate experience. Base salary ranges vary by state: California ($31,500-$44,750), Connecticut and New York ($31,500-$41,000), Colorado, Illinois, Minnesota and Washington ($31,500-$38,000), Nevada ($29,500-$41,000), Maryland and New Jersey ($34,000-$41,000), and Hawaii ($29,500-$35,750).

This role may also qualify for a bonus incentive, health benefits, a 401(k) plan, and other employee perks.

Remote Work Eligibility

This is a remote opportunity, but applicants must live in a state where Shutterfly is authorized to operate. Eligible U.S. states include all states except District of Columbia, North Dakota, Mississippi, Rhode Island, Vermont, and Wyoming.

Application Timing

Applications are accepted on an ongoing basis until the position is filled.