Customer Service Representative - Bay Photo - Sensaria

We’re here for YOU. Rooted in the Community:

Bay Photo Lab was established in Santa Cruz County and is nestled in the beautiful coastal redwoods of Scotts Valley. In our 45 year history, we’ve been on the cutting edge of innovative photographic printing and photo finishing services. We take pride in our continued ability to navigate and adapt to a vastly changing industry. Bay Photo has long been committed to providing YOU, our community, and our customers world-wide, with the highest quality printing, superior service, innovative technology, diverse and creative product options, and expedient turnaround and delivery; to maintain our promise, perfect every time.

Do work that matters. Employment at Bay Photo Lab:

At Bay Photo, we preserve people's memories by making photo products that will be cherished for generations. We welcome you to join our dynamic, diverse team of photographers, makers, artists, and craftspeople from all walks of life. We value teamwork and a positive outlook, and offer a rewarding, innovative, creative and state of the art work environment.

 At Bay Photo, our reputation for quality and efficiency starts with the organization and care of our high volume of production materials, supplies, equipment, and people. We are seeking a Customer Service Representative to support our team.

Reports To

Customer Service Manager

FLSA Status

This is a full-time position requiring consistent dependable attendance. This position is not exempt from overtime.

Summary of Position

Bay Photo’s customers include a creative and inspiring community of Artists and Professional Photographers throughout the US and around the world. The Customer Service Representative is responsible for providing personalized service and sales advice to our customers over the telephone, live chat, and email. This position provides information to customers about the status of their orders, new products that are available for them to purchase, resolving technical issues, and providing information about submitting orders, and other questions from our customers.

Essential Responsibilities

• Interact with customers via telephone, live chat, and email. 
• Solve customer issues in the best interest of both the customer and company.
• Help photographers navigate our vast and innovative product lines. 
• Update order details to meet the customer’s deadlines. 
• Document changes to product and order details. 
• Resolve technical issues regarding Bay Photo software.
• Evaluate customer’s digital files to resolve complaints and provide advice. 
• Follow all safety procedures.

Other Duties

• Communicate with and help resolve issues for outside sales.
• Negotiate discounts with existing and new customers.
• Reporting and documenting technical issues for our software team 
• Responding to changes in workflow, work volume, and production as needed.

Requirements

Skills

• Ability to identify and diagnose questions from customers, and provide appropriate responses
• Must be self-motivated and have the ability to work independently
• Good telephone demeanor
• Ability to remain calm when dealing with a customer who is unhappy
• Excellent listening skills
• Excellent problem solving 
• Excellent verbal and written communication skills 
• Ability to express yourself clearly and professionally via phone, live chat and email
• Excellent computer and keyboard skills
• Excellent grammar and spelling
• Ability to handle the pressure, demands, and stress inherent in a Customer Service role
• The ability to work in a team environment 

Physical Requirements

• Sitting at a computer for most of an eight hour shift
• Light walking
• Frequently lifting a negligible amount and occasionally lifting up to 10 pounds
• Perform repetitive motions with hands, wrists, and/or fingers throughout the shift
• Close vision for computer work
• The ability to hear, understand, and distinguish speech and other sounds
• Ability to work in an environment with changing temperatures, odors, and loud noises

Experience

• Customer service experience is required 
• Knowledge about photography or photo lab experience a plus
• Technical or computer support or call center experience is a plus 

Availability

• Available for OT during busy seasons of the year
• Flexible in scheduling changes
• Reliable in work ethic and in attendance

Compensation

• $18.00 per hour

Benefits: Sensaria offers a competitive compensation package, which includes vacation days, sick days, paid holidays, a paid floating holiday of your choice, paid maternity & paternity leave, along with Medical, Dental, Vision, 401K, STD, LTD, Optional Life insurance, and opportunities for professional development. We are dedicated to creating an inclusive and collaborative workplace where every team member can thrive.

EEO Statement:

Sensaria, Formerly Circle Graphics Decor, and it's subsidiaries and acquired companies, (The Company) is an equal employment opportunity employer. The Company’s policy is to not unlawfully discriminate against any applicant or employee on the basis of race, color, sex, religion, national origin, age, disability, or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any protected category, characteristic or status. It is also the Company’s policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.

The Company complies with the ADA, the ADAAA and applicable state law and considers reasonable accommodation measures that may be necessary for qualified applicants/employees to perform the essential functions of the job. Hire may be contingent upon a post-offer medical examination, and skill and agility tests, as appropriate for the position. Assistance For the Disabled Alternative formats of this Privacy Policy are available to individuals with a disability. Please contact careers@sensaria.com for assistance.

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