Customer Service Representative

The ICEE Company is the leader in frozen beverage industry, offering the most comprehensive frozen package and service network in the beverage and food service industry. As the largest subsidiary of J&J Snack Foods who provides branded snack foods to foodservice and retail supermarket outlets across the U.S. Its products include such icons as SUPERPRETZEL and Dippin’ Dots along with other key brands like LUIGI’S Real Italian Ice, The Funnel Cake Factory Funnel Cakes, and Hola Churros. J&J also has a strong presence in bakery providing cakes, cookies, and pies to some of the largest grocery and convenience retailers in industry. Our company continues to deliver record sales led by a talented team and a commitment to “Fun Served Here”.

Customer Service Representative 

Monday - Friday, 9am-6pm 

ONSITE CALL CENTER at the Corporate Headquarters of The ICEE Company in La Vergne, TN

Pay from: $19.50 hourly / bi-weekly:  Pay is based with experience, education, skills, training, and certifications.

POSITION SUMMARY:  

At The ICEE Company, the World’s #1 frozen beverage brand, our constant focus is to provide the best possible service and product offerings to our customers. Under the supervision of the customer service manager. The Customer service representative needs to be able to work closely and proficiently with our valued ICEE and manage Service customers. 

ESSENTIAL FUNCTIONS: 

• Set goals for performance and deadlines complying with the Company’s plans and vision. 

• Input work order details from Customers into internal call entry program for scheduling 

• Input technician completion details into various customer web portals to report the service call as completed 

• Provide updates on existing service calls to the customer as updates are available. 

• Submit repair quotes through various customer web portals for approval 

• Undertake other various data entry tasks as assigned by the Customer Service Manager.  

• Manage Public call ins and email/contact appropriate field Director 

• Performs other duties as assigned by the Project manager 

COMPETENCIES: 

• Customer relations, interpersonal relationships, team relations, and service. 

• Excellent organizational and time management skills. 

• Must be a self-starter with the ability to lead a Service Region to accomplish team goals. 

• Great oral and written communication skills. 

• Proficient with all aspects of Microsoft Office (Word, Excel, PowerPoint). 

• Drive call center KPIs. 

• Ability to multi-task in a fast-paced department with the ability to follow through with each task given 

• Ability to work in a Team Environment and assisting fellow co-workers when needed 

• Ability to adapt to ongoing changes in procedures and policies 

• Able to process high volumes of work daily with a positive outcome 

• Strong decision-making skills 

• Prioritize excellent time management to drive a positive and productive daily workflow. 

• Ability to quickly learn and retain various web-based platforms.  

• High attention to detail and accuracy. 

EDUCATION AND EXPERIENCE: 

• Prior role in customer service with some experience with a minimum of 1 – 2 years. 

• Demonstrated problem-solving skills and analytical skills. 

• Excellent customer service skills, communication skills, and interpersonal skills. 

• Track record of meeting or exceeding department performance goals. 

Disclaimer: This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

EEO Statement: J&J Snack Foods Corp.is an equal opportunity employer and prohibits discriminatory employment actions against, and treatment of, employees and applicants for employment based on actual or perceived Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, national origin, ethnicity, alienage, religion or creed, gender, gender identity, pregnancy, marital status, sexual orientation, citizenship, genetic disposition or characteristics, disability or veteran's status, sex offenses, prior record of arrest or conviction, genetic information or predisposing genetic characteristic, status as a victim or witness of domestic violence, sex offenses or stalking and unemployment status.