Mom365

Imaging Retrieval Coordinator - St. Charles, MO

US-MO-St. Charles
5 days ago
Job ID
2017-27442
Category
Administrative/Clerical
Position Type
Regular Full-Time
Mom365

Company

Mom365 celebrates beautiful babies every day through newborn photography

Mom365 believes that Every Baby Deserves a Beautiful Photo.  As the largest newborn photography company in the U.S, we are dedicated to living this vision by providing free in-hospital portrait sessions to more than 1 million Moms and babies every year. Mom365 captures beautiful photography of those precious newborn memories and provides exclusive value and information to Moms every day.  

 

See Mom365 in action

Part 1 of 2: https://youtu.be/W-MzbkPFHlU

Part 2 of 2: https://youtu.be/DohldJEfpNs

Overview

This position reports to the Call Center Assistant Manager.

This position is responsible for overseeing the full process cycle of resolving missing images tickets. The Imaging Retrieval Coordinator is responsible for conducting research on missing images by using the company’s production and fulfillment systems, corresponding with other departments that are involved in the resolution development, and providing customer service to Mom365 customers. The position will also document and communicate the correct procedures to source the errors and/or communicate to the Digital Care Specialist system issues or glitches in the system. This position is also responsible for heavy customer interaction perform maintenance, completion and manipulation of data and/or images in Staging, SAP, and other systems to allow for fulfillment.

 

Responsibilities

  • Ability to retrieve missing image tickets from service notes in SAP.
  • Communicate with the customer about the missing image and collect the appropriate information to assist in the resolution.
  • Conduct research on each missing image ticket through the appropriate production and fulfillment systems and locate missing images.
  • Able to identify when the image is not able to be located in the company’s internal production and fulfillment systems.
  • Ability to identify when a Magic Ticket needs to be opened for assistance from the appropriate departments.
  • Effectively communicate with District Managers and Camera Support, when identified that an image is lost in the company’s external system, and ensure there is complete understanding on what is needed to retrieve the image.
  • Monitor the missing image ticket process throughout the cycle to ensure a resolution is developed to the department standards.
  • Communicate with the customer throughout the missing image process and keep the customer informed about the retrieval of the image(s).
  • Able to manage time spent on each missing image ticket and have timely resolutions that meet department standards.

 Other Duties May be Assigned:

  • Staging data and image manipulation-corrections.
  • SAP blocked orders corrections.
  • Credit card declines.
  • Additional duties assisted by management.

Qualifications

Minimum Education/Experience:

High school diploma or general education degree (GED).

Respectful, professional, and caring attitude.

Posses problem solving skills.

Reliable and conscientious. 

Excellent Time Management, Communication, and Organizational skills.

Three months of Mom365 SAP, Staging, and Production systems.

Three months of customer service experience

Work a flexible schedule with some nights and weekend shifts.

 

Language Ability:

Ability to read and interpret documents, and correspondence. Ability to write routine reports and correspondence.  Ability to speak effectively to customers or employees of organization.

 

Math Ability:

Ability to calculate figures and amounts such as discounts.

 

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, and oral. Ability to deal with problems involving several concrete variables in standardized situations.

 

Computer Skills:

To perform this job successfully, an individual should have knowledge of Word Processing software and spreadsheet software.

 

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