Yearbook Design Support Assistant

About the role

Entourage is in need of a full-time, entry-level Account Manager Assistant to provide customer support to our customers with their book designs. Entourage is an equal opportunity employer with great benefits and opportunities to advance

As a Publishing Company, we work with thousands of clients ranging from schools to church groups, military units, corporate books, etc. This is not a sales position. This is a customer service position that works and supports a Senior Account Manager that trains, supports and builds lasting relationships with yearbook advisors. The goal of this individual is to work with their Account Manager in a partnership to effectively support customers throughout the life of their project. Offering technical and design assistance via email, phone, video conferencing and live chat to create an exceptional customer experience by actively listening, addressing the customer's wants and needs, and overcoming objections.

However, we prefer that a successful candidate has a background in graphic design. It is important to have a positive attitude and a willingness to learn and grow.

Responsibilities

• Support customers throughout the life of their project
• Offer technical and design assistance via email, phone, video conferencing and live chat.
• Answer required amount of calls per week/month
• Respond to, document and resolve customer support requests in the ticket queue by the end of the day
• Handle customer complaints and problems with the utmost level of professionalism and respectfulness, and escalate if needed
• Follow up with clients to ensure their needs are being met and deadlines adhered to
• Communicate effectively with various contacts including advisors, parents, executive management, and internal departments
• Conduct research and investigate customer orders to provide updates regarding shipping status, refunds, or cancellations.
• Identify errors and notify appropriate management to facilitate corrective action and assist in identifying trends.
• Help build Resource Library in the company's design software
• Design Projects using company programs and Adobe Programs
• Provide quality control for finished yearbook projects, both digital and physical

Requirements

• 2 year degree or equivalent
• 2 years experience working in customer service
• Excellent organizational skills and the ability to adhere to strict deadlines.
• Excellent interpersonal and communication skills and ability to comfortably speak with customers and answer their questions on the spot.
• Be able to communicate effectively with customers and answer questions through email.
• Knowledge of In-Design and the ability to quickly learn new layout software specifically tailored for yearbooks.
• Knowledgeable on both PC and Mac platforms is a plus.
• Google Suite
• Ability to multitask in a fast pace environment.
• A strong eye for detail and refinement.
• Ability to work well with a team, take initiative and direction.
• Be comfortable with working with different types of software and learning new software.
• Must be able to come to our office to work each day.

*Compensation is based on performance/experience. Raise after training/certification.