Customer Service Associate

Customer Service Associate

Department: Customer Service

Employment Type: Full Time

Location: Salt Lake City, Utah

Compensation: $18.00 - $22.00 / hour

Position Overview

Freezing Point is the fastest growing frozen beverage company in the US and the maker of Frazil, 100% Juice Frazil, Frazil Energy, 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.

Essential Duties and

Key Responsibilities:

• 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.

Minimum Qualifications &

Competencies:

• 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.

Preferred Qualifications &

Competencies:

Our best team members are natural problem solvers. They enjoy a fast-paced environment and are comfortable with change and ambiguity. Preferred qualifications include:

• Having prior knowledge of Hub Spot, Microsoft Office and Nextiva

Required

Soft Skills:

• Our best team members are natural problem solvers. They enjoy a fast-paced environment and are comfortable with change and ambiguity. Key skills needed to succeed in this role include:
• You are self-driven, and you hold yourself accountable. You don’t wait to be told what to do, you see what needs to be done, and you do it. You have exceptional follow-through and enjoy seeing tasks through to the finish.
• You are comfortable with ambiguity. Frazil is growing and every day we are faced with new opportunities and challenges. You are motivated by learning and feel comfortable trying things that are new or unfamiliar.
• 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 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 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.

Physical Demands &

Working Conditions:

• Prolonged periods sitting at a desk and working on a computer
• Prolonged periods of talking on the phone answering customers’ questions
• Frequent communication with team members through email, phone, and spoken word
• Fully onsite office position in Salt Lake City, UT.

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