Yearbook Customer Support

Job Summary

The Yearbook Customer Support team member provides front-line support to Yearbook Advisors, parents, and other customers throughout the busy yearbook season. This role is responsible for answering technical and account questions, helping customers locate yearbook orders, providing dedication ad support, responding to parent inquiries, and fielding incoming phone calls for the Yearbook Manager. The position requires excellent communication, problem solving, organization, patience, and the ability to provide a positive customer experience in a fast-paced environment.

Essential Duties/Responsibilities

• Provide prompt and professional customer support to Yearbook Advisors, parents, and other customers by phone, email, and other approved communication channels.
• Answer advisor questions regarding yearbook software, account access, ordering, common technical issues, and general yearbook processes.
• Walk customers through troubleshooting steps and clearly explain solutions in an easy-to-understand manner.
• Assist customers with locating yearbook orders, confirming available order information, and identifying next steps when an order requires further research or escalation.
• Provide support for dedication ads, including common purchasing, submission, account, and content-related questions.
• Respond to parent inquiries regarding yearbook purchases, order status, deadlines, ad submissions, and other general questions within the scope of the department.
• Answer incoming customer calls, provide assistance within the scope of the position, and direct inquiries to the appropriate department or team member when necessary. Document caller information, reason for contact, and requested follow-up when an issue cannot be resolved during the initial interaction.
• Document and track unresolved customer inquiries using designated customer management systems, including the nature of the issue, actions taken, required follow-up, and resolution status. Update records as progress is made and escalated unresolved matters according to established department procedures.

Other Duties

• Follow established customer service standards when responding to inquiries, including providing accurate information, communicating next steps, and completing required follow-up within departmental guidelines.
• Assist the Yearbook Manager with projects, administrative tasks, production needs, and other duties as assigned.
• Assist with yearbook workshops, marketing material preparation, proofing, printing, packaging, administrative projects, and other seasonal department needs as assigned.
• Maintain accurate notes and customer information in applicable systems and follow department procedures for documenting interactions.
• Coordinate with Design Support, sales, production, and the Yearbook Manager to resolve customer issues and keep communication consistent

Required Skills/Abilities:

• Communicate accurate information clearly and courteously through phone, email, and written correspondence while following established customer service procedures.
• Respond to customer concerns calmly, identify the issue, explain available solutions, and follow established escalation procedures when necessary.
• Identify common customer issues, gather relevant information, follow established troubleshooting procedures, and communicate appropriate resolutions or next steps.
• Maintain accurate customer records, document unresolved issues, complete assigned follow-up tasks, and meet established departmental deadlines.
• Learn multiple software systems and move efficiently between customer records, orders, email, and phone support.
• Organize and prioritize incoming customer inquiries based on urgency, established response expectations, and departmental procedures.
• Ability to work independently and as part of a collaborative, deadline-driven team.

Education and Experience:

• High school diploma, GED, or equivalent required.
• Previous customer service, help desk, call center, administrative support, or client care experience strongly preferred.
• Working knowledge of Microsoft Office or equivalent productivity applications required.
• Previous yearbook, school photography, publishing, or education-related experience is a plus.

Physical requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform essential functions of this job. Reasonable accommodation may be made to enable individuals with a disability to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, sit and requires sufficient hand, arm and finger dexterity to operate office machines and equipment. Requires mild physical work; some lifting, pushing, or pull of objects over 20 lbs. Requires visual acuity to read words and numbers and speaking and hearing ability sufficient to communicate in person and over the phone.