What are the responsibilities and job description for the Manager, Customer Service position at Frazil?
Description
Key Responsibilities
Skills, Knowledge and Expertise
Benefits
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, and logical problem solver who loves communicating with all sorts of people, read on…we may be the perfect team for you!
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.
We are looking for someone with experience providing customer service over the phone, through email, and through chat. This will need to include experience handling escalated calls, keeping detailed notes, and analyzing customer needs to troubleshoot and provide direction. This position will require you to develop and maintain a deep understanding of the organization and services offered to resolve complex inquiries and provide decision-making support to the Customer Service team.
Our Customer Service Manager is responsible for direct oversight and guidance of the Customer Service Team Leads and their teams. In addition to day-to-day guidance, they are responsible for leading and completing strategic initiatives, developing and managing team metrics, maintaining administration of team technology tools, training, process development and documentation, and direct people leadership. At Frazil, this includes performance reporting, regular one-on-one’s, performance reviews, coaching sessions, and feedback delivery.
Key Responsibilities
Essential Duties and Key Responsibilities:
As one of our largest teams, the Customer Service Manager will spend most of their time providing direct support and people leadership to their team leads while leading and completing strategic initiatives. The Customer Service Manager will also be partnering with other operations managers to analyze, report, and maintain service delivery levels. On any given day you may:
- Serve as the senior point of escalation for high-risk issues and provide direct guidance to your Customer Service Team Leads who will in turn provide direct guidance to Customer Service Representatives.
- Analyze metrics and review prior day/week team performance to report to senior leadership.
- Manage team metric dashboards and volume analysis.
- Review staffing needs and schedules to ensure appropriate workload distribution.
- Partner closely with the service operations, logistics, and sales team managers to ensure service delivery needs are being met.
- Oversee quality reviews, performance reviews, or coaching sessions for CSA’s and effective performance feedback is provided.
- Manage internal team processes including oversight of the team training playbook.
- Interview, hire, and onboard new team members.
- Other duties and projects as assigned
Skills, Knowledge and Expertise
Minimum Qualifications & Competencies:
- Bachelor’s degree from a four-year college or university
- 5 years in team leadership or management, preferrable of phone-based, front-line teams in technical or mechanical fields
Preferred Qualifications & Competencies:
Our best leaders are high accountability, natural problem solvers. They enjoy a fast-paced environment and are comfortable with change and ambiguity. Preferred qualifications include:
- Experience managing both onsite and remote teams
- Experience relaying technical or mechanical information to customers over the phone
- Experience managing complex projects to completion
Required Soft Skills:
While specific industry experience is not necessary, our most successful leaders exhibit the following key traits:
- You are a “roll up your sleeves” leader. You aren’t afraid to get your hands dirty and get to know the business. You know that building a team requires you to balance working in the weeds and strategy. You inspire your team by setting an example.
- You are a feedback-focused leader who knows that supporting your team includes building positive, trust-based relationships alongside providing clear, candid performance feedback.
- You are a data-driven leader. You find metrics motivating and enjoy some healthy competition now and then. More than that, you know how to leverage metrics to get others excited about hitting their goals. You know how to leverage data to motivate your team and drive for results.
- You are a low-ego leader. Your commitment is to the end goal, and you are eager to contribute new ideas while remaining open to implementing the ideas of others.
- You’re a tech-savvy leader who has excellent computer skills, including proficiency in Outlook, Excel, and Word. You know how to present data and insights and are focused on using technology in ways that increase efficiency at quality, at all levels of work.
- You are a natural problem solver. If you don’t know how to solve a problem, you will do what it takes to figure it out. You will leverage those around you or do the required research to gain the necessary knowledge.
Physical Demands & Working Conditions:
- Fully onsite position in Salt Lake City, UT
- Work is primarily done indoors and requires sitting for long periods.
- Frequent use of computers, including prolonged periods of screen time
- Frequent communication with team members in writing, over the phone, and in person.
Benefits
Frazil provides a full benefits package including Medical, Dental, Vision, Life Insurance, Voluntary & Supplemental Plans, 401k with Employer Match, PTO and Company Holidays.
