Yearbook Customer Support

School Portraits•San Dimas, CA

About The Position

The Yearbook Customer Support team member provides front-line support to Yearbook Advisors, parents, and other customers throughout the busy yearbook season. The position handles technical and account questions, helps customers locate yearbook orders, provides dedication ad support, responds to parent inquiries, and fields incoming phone calls for the Yearbook Manager. It requires strong communication, problem-solving, organization, and patience, along with the ability to provide a positive customer experience in a fast-paced environment. The role communicates with customers by phone, email, and other approved channels; troubleshoots common issues; documents and tracks inquiries that remain unresolved; and coordinates with Design Support, sales, production, and the Yearbook Manager. It also assists with yearbook workshops, marketing material preparation, proofing, printing, packaging, administrative projects, and other seasonal department needs as assigned.

Requirements

High school diploma, GED, or equivalent.
Working knowledge of Microsoft Office or equivalent productivity applications.
Communicate accurately and courteously by phone, email, and written correspondence while following customer service procedures.
Respond calmly to customer concerns, identify issues, explain available solutions, and follow escalation procedures when needed.
Gather relevant information, follow established troubleshooting procedures, and communicate appropriate resolutions or next steps.
Maintain accurate customer records, document unresolved issues, complete follow-up tasks, and meet departmental deadlines.
Learn multiple software systems and move efficiently between customer records, orders, email, and phone support.
Organize and prioritize incoming inquiries based on urgency, response expectations, and departmental procedures.
Work independently and as part of a collaborative, deadline-driven team.

Nice To Haves

Previous customer service, help desk, call center, administrative support, or client care experience is strongly preferred.
Previous yearbook, school photography, publishing, or education-related experience is a plus.

Responsibilities

Provide prompt, professional customer support to Yearbook Advisors, parents, and other customers by phone, email, and other approved communication channels.
Answer advisor questions about yearbook software, account access, ordering, common technical issues, and general yearbook processes.
Guide customers through troubleshooting and explain solutions clearly.
Help customers locate yearbook orders, confirm available order information, and identify next steps when further research or escalation is needed.
Support dedication ad purchasing, submissions, account questions, and content-related inquiries.
Respond to parent questions about yearbook purchases, order status, deadlines, ad submissions, and other general department matters.
Answer incoming customer calls, assist within the scope of the role, and direct inquiries to the appropriate department or team member when necessary.
Document caller information, contact reasons, and requested follow-up when an issue cannot be resolved during the initial interaction.
Track unresolved inquiries in designated customer management systems, including issue details, actions taken, follow-up needs, and resolution status; update records and escalate issues according to department procedures.
Follow customer service standards, provide accurate information, communicate next steps, and complete required follow-up within departmental guidelines.
Assist the Yearbook Manager with projects, administrative tasks, production needs, and other assigned duties.
Assist with yearbook workshops, marketing material preparation, proofing, printing, packaging, administrative projects, and other seasonal needs as assigned.
Maintain accurate notes and customer information in applicable systems and follow documentation procedures.
Coordinate with Design Support, sales, production, and the Yearbook Manager to resolve customer issues and maintain consistent communication.