Customer Success Representative

This position requires a warm and personable individual with exceptional communication skills to engage with Ice Cream Factory wholesale accounts via phone and cultivate positive relationships with owners, managers, and staff members. Whether by phone or the preferred method of contact for each customer, you will regularly check in with management to ensure their needs are met by ICF.

As a Customer Success Representative at Ice Cream Factory, we prioritize customer satisfaction and aim to establish strong partnerships with our clients. Our CSR's are assigned specific accounts and reach out to them monthly to ensure they have all necessary ice cream orders, point-of-sale materials, or general product information.

The ideal candidate should possess customer service experience, be driven by goals, and aspire to build a long-term career with Ice Cream Factory.

This position offers remote work with occasional in-office training sessions or meetings. Previous experience with Shopify, Monday.com, or Lace Up is advantageous.

Details:

• Part-Time Position: Up to 30 hours per week
• Remote Work: Monday to Friday, 8:00 am to 5:00 pm
• Employment Type: W-2
• Equipment Required: Laptop and Phone
• Starting Pay: $14 per hour

Requirements:

• Friendly demeanor with excellent customer service skills
• Proactive and quick learner
• Thrives in a fast-paced environment
• Ability to multitask and adapt to changes

Responsibilities:

• Cultivate Strong Customer Relationships: Establish and nurture strong connections with customers through consistent and proactive communication.
• Outreach via Various Channels: Initiate communication with customers using phone, text, and email to ensure personalized and responsive interactions.
• Identification of Phone Contact Needs: Recognize situations where contacting customers by phone is essential for effective issue resolution or support.
• Issue Resolution: Proactively address customer concerns and provide timely solutions to enhance satisfaction.
• Escalation Recognition: Identify instances where customer issues require escalation to management for resolution.
• Record Keeping: Maintain detailed records of customer interactions and account statuses using Monday.com (CRM) for efficient tracking and collaboration.
• Email and Messaging Management: Respond promptly to emails and Slack messages to ensure effective communication.
• Team Collaboration: Foster open communication with team members and managers to support a collaborative work environment.
• Participation in Meetings: Actively engage in team meetings to share insights and contribute to team success.
• Achievement of KPI Goals: Work towards and achieve key performance indicator goals set by the company.
• Daily Scorecard Completion: Complete daily scorecards to track performance against established metrics.
• Order Management: Create and edit orders using Shopify and Lace Up platforms.
• Ad Hoc Responsibilities: Undertake additional duties as assigned by management to support team and organizational objectives

Job Type: Part-time

Pay: From $14.00 per hour

Expected hours: No more than 30 per week

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Monday to Friday

Location:

• Missouri (Required)

Work Location: Remote