Client Relations Representative

Frazil•Salt Lake City, UT

16h•Onsite

About The Position

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.

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.
Self-driven, and hold yourself accountable.
Exceptional follow-through and enjoy seeing tasks through to the finish.
Comfortable with ambiguity.
Motivated by learning and feel comfortable trying things that are new or unfamiliar.
Natural born communicator and are comfortable communicating in writing, over the phone, and in person.
Keep your calm when tensions rise and can deescalate as needed.
Strong team player with a collaborative work style.
Relationship builder, both internally and externally.
Build rapport through active listening, professionalism, and kindness.
Passion for details.
Enjoy task-based work and can handle lots of "little things" while maintaining accuracy and output.
Data driven.
Know how to manage your time, and ask for help when you need it.
Comfortable giving and receiving feedback.
Enjoy sharing ideas and ways to improve team processes as well as individual performance.

Nice To Haves

Having prior knowledge of HubSpot, Microsoft Office and Nextiva

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.