Customer Service Representative

4 weeks ago


Salt Lake, Utah, United States Frazil Full time

About the Role:

Frozen Point's Customer Service team serves as the front-line contact for stores who need assistance with their Frazil slush machines. As a Customer Service Representative, you will troubleshoot machine issues over the phone, diagnose, and dispatch service as needed. You will also expedite service for high-priority accounts, listen to customer needs, and resolve issues through phone, email, and chat.

Key Responsibilities:

  • Troubleshoot machine issues over the phone and dispatch service as needed
  • Expedite service for high-priority accounts
  • Listen to customer needs and resolve issues through phone, email, and chat
  • Partner with internal teams to complete customer service work, including repairs, swaps, and replacements
  • Document customer interactions in Frazil's CRM and vendor systems
  • Process incoming approval requests for repairs costs and provide support to third-party service providers and their technicians
  • Make follow-up calls to confirm service has been completed and customer concerns have been resolved

Requirements:

  • 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

About Frazil:

Frazil is the fastest-growing frozen beverage company in the US, making Frazil, 100% Juice Frazil, and Caf Tango. We are looking for a Customer Service Representative to join our team and help us provide excellent customer service to our customers.



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