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Front Desk Customer Service Lead

Company: Shutterfly, Inc.
Location: Waltham
Posted on: June 9, 2021

Job Description:

At Shutterfly, we're all about people - bringing them together, making them feel welcome, and connecting them to experiences. We make our customers' memories last a lifetime by capturing, preserving, and sharing them through photography and personalized products. Through our family of brands, trend setting products, cutting edge technology, and best in class customer service, we help our customers, and each other, share life's joy.

BorrowLenses (BL) is the largest photography/videography rental company serving the entire United States. BL was built on a platform that focused heavily on quality customer support. Year over year, we continue to focus on the customer, their experience, and the high level of service we provide.

BorrowLenses is searching for a friendly Front Desk Lead with strong videography knowledge and/or experience to join our Front Desk Customer Service team in our Waltham, MA retail facility! Our Front Desk Customer Service teams, located in Waltham, MA and San Carlos, CA, interface directly with customers and work closely with every department to handle each step of the customer's rental experience.

In addition to hands-on videography skills, this position requires an individual with strong interpersonal skills, customer service acumen, and strong verbal and written communication skills. Individuals must be able to

effectively assist customers with equipment recommendations and troubleshooting, communicate calmly when handling difficult situations, and an ability to multitask 3 or more projects or tasks based on priority and need. This position will report to the Video Customer Service Supervisor for the BorrowLenses brand.

What You'll Do Here:

  • Team leader for both Front Desk Customer Service teams located in Waltham, MA and San Carlos, CA
  • Preparing and returning orders for customers
  • Establishing and maintaining relationships with customers
  • Troubleshooting equipment problems and general account issues
  • Recommending appropriate gear based on the customer's needs
  • Acts as the "voice of the customer" and internally communicate issues and improvements that affect customer experience.
  • Be the primary point of contact for in person escalations and other customer issues
  • Assist with hiring, training, and supervising staff
  • Maintain transparent communication. Appropriately communicate organization information through department meetings, and appropriate email, IM, and regular interpersonal communication
  • Assist as needed with customer inquiries via other channels such as email, phone, or live chat.
  • May be required to work the Saturday shift at a future date

The Skills You'll Bring:

  • Associates degree or higher, or previous work experience in a relevant field
  • Must have a strong understanding of videography
  • Understanding of life on set. Can relate to our professional clientele - speaking to them on a level playing field and address their needs accordingly.
  • Significant hands-on experience shooting with high-end digital cinema cameras such as REDs, Arris, Varicam, etc.
  • Professional experience in one or more video production-based fields: Film, Broadcasting, Live Production
  • Ability to build out complicated rigging & foresee potential challenges/issues to address with customer, or at least get on AC Checker's radar
  • Ability to troubleshoot complex issues with customer while they are on set
  • Ability to speak to customers as an authority on higher end gear
  • Experience working in an ecommerce business is preferred
  • Adaptability, Attention to Detail, and Conflict Resolution skills
  • Strong in multi-tasking, time management, and attentiveness

If this aligns to your career goals, skills and experience, we want to work with you!

Keywords: Shutterfly, Inc., Waltham , Front Desk Customer Service Lead, Other , Waltham, Massachusetts

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