CR Task Team Associate

Job Details

Job Location: iMemories - Scottsdale, AZ 85258Position Type: Full TimeEducation Level: High SchoolJob Shift: 1stJob Category: Customer Service

Summary:

The Task Team Media Inquiry & Review Representative supports iMemories Customer
Relations and fulfills form submitted requests, validating received and processed orders,
coordinating shipments, and conducting detailed media reviews. This role blends
operations, customer communication with hands on order handling and investigative
review to verify accurate, high quality outcomes.

General Summary of Responsibilities:

Customer & Order Support -

• Account authentication: Verify and update customer contact information (“double email” verification).
• LPO approvals: Clarify Large Photo Order questions and guide customers through approval steps.
• SafeShip Kit confirmations: Call and confirm large quantity SSK orders.
• Pick & Pull requests: Retrieve and deliver orders for Customer Relations. Convert unpaid items into new quotes. Assist Customer Service with follow-ups.
• Lost & Found / Walgreens RPC: Investigate unidentified media to locate/verify customer info; coordinate with Walgreens reps when additional details are required.
• Media ship-backs: Identify unprocessed orders and prepare originals for return to customers.
• Activation racks: Unspecify unpaid items that have left the facility per SOP.
• Full CNP orders: Notify customers when media cannot be processed; issue refunds per policy; prepare media for return.
• Address confirmations: Contact customers to confirm shipping details and reship orders.
• Damaged shipments: Inform customers of received condition; verify contents and next steps.

Media Reviews & Inquiries -

• Authorize new media inquiries that meet review parameters and triage/filter those that do not.
• Order Entry setup: Create and update Media Review entries accurately in the system.
• Customer clarification: Reach out for missing information when items are returned without a stated concern.
• Hands-on/media investigation: Physically and/or digitally review assets to validate concerns (tracking, audio, sequence, missing footage) and set up reprocessing workflows when warranted.
• Results communication: Deliver Media Review findings to customers clearly and professionally; provide additional clarification as needed.
• Maintain Turnaround time: 1 - 2 weeks
• Queue productivity: 4-5 MRPH (Media Reviews Completed Per Hour)

Qualifications

Qualifications/Skills:

•  They need to be polite, confident and patient.
•  Self motivated.
•  Have the ability to work under tight deadlines and adhere to strict guidelines.
•  Demonstrable organizational and time management skills.
•  Ability to accurately follow procedures.
•  Ability to problem solve, troubleshoot process issues and provide detail.
•  Ability to complete tedious detailed tasks, while maintaining attention to detail.
•  Demonstrable ability to respond to uncertainty and shifting priorities in a calm and professional demeanor.
• Skilled in establishing and maintaining effective working relationships with others through mutual trust and respect.
•  Ability to listen carefully to understand various points of view and accepts diversity in others.
•  Demonstrated excellence in oral and written communication.
•  Strong computer knowledge with multiple programs and platforms.
•  Office Product Suite Proficiency.
•  Ability to work in a fast-paced work environment.
•  Media Background (identification only) videotape, film reel, audio reels and images (Preferred).
• Education/Experience:
•  1+ year’s customer service experience.
•  1+ year’s experience with iMemories.
•  Experience with and knowledge of the iMemories Order Entry processes.
•  Experience with and knowledge of the iMemories workflow software (Navigator) and processes.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions.
Individuals may need to sit or stand as needed. May require walking, primarily on a level surface for
periodic times throughout the day. Reaching above shoulder height, below the waist or lifting as required
to file documents or store materials throughout the work day