Customer Relations Task Team Associ...

Join the iMemories team in Scottsdale, AZ, as a Task Team Media Inquiry & Review Representative. This role is crucial for maintaining excellent customer relations by meticulously validating orders, coordinating shipments, and conducting thorough media reviews to ensure the highest quality outcomes for our customers' precious memories.

Key responsibilities include:

• Account Authentication: Verifying and updating customer contact information, including double-checking email addresses.
• LPO Approvals: Clarifying questions regarding Large Photo Orders and guiding customers through the approval process.
• SafeShip Kit Confirmations: Contacting customers to confirm large quantity SafeShip Kit orders.
• Pick & Pull Requests: Retrieving and delivering orders for the Customer Relations department, converting unpaid items into new quotes, and assisting Customer Service with follow-ups.
• Lost & Found / Walgreens RPC: Investigating unidentified media to locate and verify customer information, and coordinating with Walgreens representatives for additional details.
• Media Ship-backs: Identifying unprocessed orders and preparing original media for return to customers.
• Activation Racks: Unspecifying unpaid items that have left the facility according to Standard Operating Procedures.
• Full CNP Orders: Notifying customers when media cannot be processed, issuing refunds per policy, and preparing media for return.
• Address Confirmations: Contacting customers to confirm shipping details and arranging for reshipments.
• Damaged Shipments: Informing customers about the received condition of shipments, verifying contents, and outlining next steps.
• Media Inquiry Authorization: Authorizing new media inquiries that meet review parameters and triaging those that do not.
• Order Entry Setup: Accurately creating and updating Media Review entries within the system.
• Customer Clarification: Reaching out to customers for missing information when items are returned without a stated concern.
• Hands-on Media Investigation: Physically and/or digitally reviewing assets to validate concerns such as tracking, audio, sequence, or missing footage, and setting up reprocessing workflows when necessary.
• Results Communication: Clearly and professionally delivering Media Review findings to customers and providing additional clarification as needed.
• Turnaround Time: Maintaining an average turnaround time of 1-2 weeks.
• Queue Productivity: Aiming for 4-5 Media Reviews Completed Per Hour (MRPH).

This is a full-time, onsite position in Scottsdale, AZ.