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Customer Support

3 months ago

Salt Lake City, United States Frazil Full time
Customer Support

Department: Customer Service

Employment Type: Full Time

Location: Salt Lake City, Utah

Reporting To: Leah Palmer

Compensation: $18.00 - $21.00 / hour

Description

Calling all fellow slushie junkies, Frazil fans, and frozen beverage connoisseurs

Freezing Point is the fastest growing frozen beverage company in the US and the maker of Frazil, 100% Juice Frazil, and Caf Tango If you are a quick-thinking, collaborative problem solver who loves communicating with all sorts of people, read on...we may be the perfect team for you

Position Summary

Freezing Point's customers are businesses, convenience stores, gas stations, schools, etc. who have signed on to sell Frazil and Caf Tango products. Most of them do this using Frazil slush machines. Our Customer Service team serves as the front-line contact for stores who need assistance with their machine or equipment supplies. When technical or mechanical issues arise, the service team will also work with our third-party technician teams to arrange for service, repair, or replacement of machines.

Essential Duties and Responsibilities

On the service team, every day is different. As the first point of contact for customer concerns, you will quickly learn the ins and outs of our machines, our service provider network, and the many resources available to our customers.

On any given day you may:

  • Troubleshoot machine issues over the phone, diagnose, and dispatch service as needed.
  • Expedite service for our high priority accounts when necessary.
  • Listen to needs, ask questions, resolve customer issues through phone, email, and chat.
  • Partner with a variety of internal teams (sales, logistics, machine service, operations, and performance management) in the completion of customer service work - including repairs, swaps, and replacements.
  • Support escalated calls or customer concerns as needed.
  • Document the results of customer interactions in Frazil's CRM and vendor systems.
  • Process incoming approval requests for repairs costs and provide support to our third-party service providers and their technicians.
  • Make follow up calls to confirm service has been completed and customer concerns have been resolved.
  • Partner with the operations team to complete machine audits and document results.
  • Other duties as assigned.
Preferred Qualifications and Skills

Our best team members are natural problem solvers. They enjoy a fast-paced environment and are comfortable with change and ambiguity. Preferred qualifications include:
  • 2+ years in phone-based customer service role with 1+ year providing B2B support.
  • Experience relaying technical or mechanical information to customers over the phone.
Who will be successful in this role?

While specific industry experience is not necessary, the key skills and behaviors needed to succeed in this role include:
  • Excellent communication. You are a natural born communicator and are comfortable communicating in writing, over the phone, and in person. You keep your calm when tensions rise and can deescalate as needed.
  • You are a strong team player with a collaborative work style. You help before you criticize and always look to find the common ground.
  • You are a relationship builder, both internally and externally. You build rapport through active listening, professionalism, and kindness.
  • You have a passion for the details. You enjoy task-based work and can handle lots of "little things" while maintaining accuracy and output.
  • You are data driven. Metrics are motivating and you enjoy some healthy competition now and then.
  • You know how to manage your time, and to ask for help when you need it.
  • You are comfortable giving and receiving feedback. You enjoy sharing ideas and ways to improve team processes as well as individual performance.
  • You have excellent computer skills, including proficiency in Outlook, Excel, and Word


Working Conditions

Onsite office position in Salt Lake City, UT.

Benefits

Frazil provides a full benefits package including Medical, Dental, Vision, Life Insurance, Voluntary & Supplemental Plans, 401k with Employer Match, PTO and Company Holidays