What are the responsibilities and job description for the Customer Service Associate position at Frazil?
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 Café 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 Café 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 :
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 :
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
Salary : $18
