Client Services Associate

Farmer’s Fridge is on a mission to make it simple for everyone to eat well. We serve healthy, handcrafted meals and snacks from our growing network of 500+ Smart Fridges (software-enabled vending machines) in 20+ Markets. We are striving to change the food system from the ground up – one Fridge or delivery at a time. 

We are a team that cares -– about the business, the impact our product makes, and each other. We are data-driven, innovative, and quick to move on a good idea. We are looking for people who want to collaborate in an entrepreneurial, inclusive culture and have a passion to succeed.

About this Role:

As a Client Service Associate, you’d be responsible for providing best-in-class service to our fridge clients, both existing and new. In this role, your primary responsibilities will be ensuring our clients are satisfied with the Farmer’s Fridge products and services. You will be the primary point of contact for client onboarding, inquiries, issues, and complaints related to the Fridge. You will utilize our customer service platform to track, trend, and escalate recurring issues and help build feedback loops between clients and internal teams including the sales team, fridge implementation, and our customer service teams. In addition to analyzing data and driving improvements to current processes, you'll also help create new ones from scratch and set the standard as we grow.

Our ideal candidate is empathetic, thoughtful, and hungry (in more ways than one).  You’re a humble and collaborative team player who is constantly seeking ways to continuously improve.   You’re passionate about helping others and improving every client’s experience by going over and above expectations.  You have excellent writing skills and creativity to solve issues on the fly.  You’re comfortable working in a team environment and also comfortable solving problems without an army of people or resources to help. 

What You’ll Do:

• Respond to client inquiries in a timely and professional manner via phone, email, and chat
• Provide technical support to clients regarding Fridge operations and troubleshooting
• Work closely with sales and operations teams to ensure smooth client onboarding and maintenance of accounts
• Collaborate with internal teams to continuously improve processes and procedures related to customer service
• Track, trend, and escalate recurring client inquiries/issues and provide regular reports to management on client feedback, issues, and opportunities for improvement
• Assist with special projects as needed
• Develop SOPs, tools, and processes to support efficient and scalable Client Services as we scale

What are we looking for in a Client Service Associate?

• 2-3 years of experience in customer service, preferably in a B2B environment
• Excellent communication and interpersonal skills
• Strong problem-solving and critical-thinking skills
• Ability to multitask and prioritize tasks effectively
• Experience with Salesforce, Zendesk, and Google Suite a plus!
• Detail-oriented and able to maintain accurate records
• Ability to work independently as well as in a team environment
• Understanding of vending machine operations and maintenance is a plus

Benefits at Farmer's Fridge:

In This Together - We stay connected, whether in person or virtually. We encourage transparency through monthly town hall meetings and weekly financial updates. Participation ranges from sampling and providing feedback on the new menu items we’re coming up with in our test kitchen to contributing meaningfully to our DEIB committee. We enjoy cross-functional lunch & learns, social hours, and game nights but also respect that you have a life outside of work.

Happier Weekdays - Each day at work should fill you with joy. We're a fun and passionate group, and we don't take ourselves too seriously. Bring your unique self to work, dress comfortably, and always feel free to share your thoughts and opinions. We encourage curiosity; there's no hierarchy here when we're all swapping ideas.  

Never run on empty - Daily Farmer's Fridge meal, Thursday charcuterie, draft cold brew and beer, office snacks, and Friday happy hours are just some of the offerings to make sure you aren't distracted by a growling stomach.

Innovate & Elevate - We're all teachers and learners. You'll grow, and help grow the company through cross-functional collaboration, open access to leadership, and regular business updates. You have a direct impact on the company’s bottom line. You can also impact your personal bottom line by participating in our 401(k) plan that includes a company match with immediate vesting.

Farmer’s Fridge Diversity Statement:

"Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet every single qualification. At Farmer’s Fridge, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.”
Farmer’s Fridge is an equal-opportunity employer. We are committed to providing equal employment opportunity in all employment practices, including hiring, without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, age, disability status, veteran status, or any other characteristic protected by federal, state or local law. View our disclosures related to External Agencies and Applicants below: https://www.farmersfridge.com/careerdisclosures

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