JOB SUMMARY

Freezing Point, (owners of the Frazil beverage brand), is the fastest growing frozen beverage company in the US. Our frozen beverage machines are being placed in convenience stores all over the US, and consumers are enjoying these beverages more and more. As a growing company we are looking for individuals with drive, who have an ownership/roll-up-your-sleeves mentality, who are obsessed with taking care of our customers, and who want to be part of a fast paced company that is growing at an explosive rate!

Internally, the Customer Service Representative will report directly to the Customer Service Manager and will work closely with Sales, Accounting and Logistics. Externally, this role will directly interact with our machine network including customers, distributors, and service providers.

This is a high-impact role that will drive the performance of the business immediately.

RESPONSIBILITIES AND DUTIES

• Handle machine swaps and maintenance repairs for customers
• Troubleshoot machine issues over the phone, diagnose, and dispatch service as needed
• Expedite service for our high priority accounts
• Listen to needs, ask questions, resolve customer issues, and set remediation plans; coordinate timely actions with other cross-functional stakeholders
• Handle service escalations as needed
• Document the results of customer interactions; analyze, develop, and implement solutions for areas of improvement
• Support the operations team to capture, analyze, identify, and action the results of in-store audits

QUALIFICATIONS AND SKILLS

• Excellent communication skills – written, in person, and over the phone
• Demonstrated ability to build rapport with customers and internal teams; warm and inviting personality
• When needed, respond professionally in situations with difficult customer issues or inquiries
• Extreme attention to detail
• Effective time management, reliable, organized, able to prioritize tasks, and meet deadlines
• Work independently and efficiently with minimal supervision as well as in a team environment
• Ability to help manage 3rd party performance
• Accept and receive feedback, share ideas and ways to improve the process with others
• Excellent computer skills, including proficiency in Outlook, Excel, PowerPoint, One Note, and Word

SALARY: $15 TO $20 / HOUR

Full-time, on-site position with benefits including medical, dental, vision, life, supplemental plans, 401k, PTO and Paid Holidays. Role is also eligible to join our annual offsite company retreat.