Customer Experience Representative

Overview

Entourage Corporate Services (ECS) Yearbooks is home to a growing portfolio of brands, including Entourage Yearbooks, Picaboo Yearbooks, Remember Me Yearbooks, and our new Consumer Photo Merchandise Site, with more on the horizon. Our Customer Experience Team supports every one of our brands, delivering fast, friendly, and effective support to schools, consumers, and advisors across the country.

ECS Yearbooks is looking for a Customer Experience Representative to help us during our busiest season of the year. This is a seasonal position from February 1st - June 1st
, pending our season. Our Customer Experience Team is an elite selection of professionals trained to work and correspond with our schools via email, phone, and video chat. We look for upbeat, friendly, and outgoing individuals who are very organized and good at multitasking and prioritizing their workload.

• Deliver exceptional support across all ECS brands via email, phone, tickets, and video chat
• Data Entry (entering shipping addresses)
• Respond to all customer tickets within one business day using both Zendesk and our internal ticketing system, Admin
• Troubleshoot and resolve Tier I technical issues (e.g., image rendering, project cloning, order edits, cancellations, address updates)
• Maintain and update support documentation, FAQs, and macros for consistent and accurate communication
• Document all customer interactions clearly and thoroughly in our internal systems
• Manage a high volume of inbound troubleshooting calls, tickets, and follow-ups
• Research and resolve order issues, including shipping, refunds, and deadline concerns
• Collaborate with parents, advisers, consumers, and internal teams to drive customer satisfaction
• Provide weekly feedback on common product issues and customer pain points
• Monitor render logs and ticket trends to identify improvements and escalate as needed
• Stay current on all ECS policies, systems, and brand updates
• Participate in team meetings, training sessions, and cross-functional problem-solving
• Help manage the daily support queue and ensure we meet SLA standards
• Take initiative and support team needs beyond your core responsibilities

• 2+ years in a customer-facing role (support, service, help desk, or similar)
• Excellent written and verbal communication skills
• Strong multitasking and prioritization abilities in a fast-paced setting
• Tech-savvy and quick to learn new tools and systems
• High level of empathy and a team-first attitude
• Availability to work some weekends and extended hours during peak periods
• Willingness to work full-time from our Princeton, NJ office

The Pay Range For This Role Is 25 - 26 USD per hour (Carnegie)