Analyst – Institutional Client Services
TD
Client Relations Representative
FREEZING POINT
full-time
Posted on:
Location: Utah • 🇺🇸 United States
Visit company websiteSalary
💰 $18 - $22 per hour
Job Level
JuniorMid-Level
Tech Stack
SaltStack
About the role
- Troubleshoot machine issues over the phone, diagnose, and dispatch service as needed.
- Expedite service for high priority accounts when necessary.
- Listen to needs, ask questions, and resolve customer issues through phone, email, and chat.
- Partner with internal teams (sales, logistics, machine service, operations, performance management) to complete customer service work including repairs, swaps, and replacements.
- Support escalated calls or customer concerns as needed.
- Document results of customer interactions in Frazil’s CRM and vendor systems.
- Process incoming approval requests for repair costs and provide support to third-party service providers and their technicians.
- Make follow up calls to confirm service completion and issue resolution.
- Partner with operations to complete machine audits and document results.
- Other duties as assigned.
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.
- Excellent communication; comfortable communicating in writing, over the phone, and in person; deescalation skills.
- Strong team player with a collaborative work style.
- Relationship building through active listening, professionalism, and kindness.
- Attention to detail and ability to handle many small tasks with accuracy.
- Data driven; comfortable with metrics and competition.
- Time management and willingness to ask for help when needed.
- Comfortable giving and receiving feedback and sharing process improvement ideas.
- Excellent computer skills, including proficiency in Outlook, Excel, and Word.
- Onsite work in Salt Lake City, UT (ability to work in this location).
