Job Description
Job Description
Build your best future with the Easy Ice team- Cool Careers Start Here!
We’re a growing company that provides an all-inclusive commercial ice machine subscription to business owners nationwide. We’ve been changing our industry for the better since we started in 2009, and we’re not slowing down anytime soon. As a member of our team, you’ll be helping restaurants, bars, hospitals, hotels, and other businesses get the ice they need without spending a fortune or stressing out. We’ll invest in your professional development and overall quality of life because we know employee satisfaction is key to our success. Easy Ice doesn’t just want to be the #1 commercial ice machine solution in America—we also want to be one of the best places to work.
Join a winning team that enables you to build your best future! Our teams are uniquely positioned to support a multitude of industries across the globe. You will have the opportunity to develop yourself through meaningful work projects and learning opportunities. We strive to provide our employees with an experience, focused on supporting their physical, financial, and emotional wellbeing. Become a member of the Easy Ice team and thrive in an empowering company culture where your voice and ideas will be heard – your next great opportunity is just a few clicks away!
POSITION SUMMARY:
The Operations Supervisor is responsible for overseeing daily communication and coordination across departments to ensure efficient service delivery. They manage inbound customer calls, triage customer-reported issues, and provide preliminary diagnoses to facilitate timely resolutions. The supervisor works closely with internal teams, regional service partners, and local technicians to maintain strong relationships and streamline operations. They assist in ensuring compliance with company policies and procedures, utilizing Salesforce to accurately document customer interactions and service activities. Leading a team of direct reports, the Operations Supervisor promotes a positive and collaborative work environment while supporting the team in meeting quality standards and customer expectations. Additionally, they handle various operational tasks as assigned and contribute to continuous process improvements.
ESSENTIAL DUTIES AND RESPONSIBLITIES:
- Supervise and provide guidance to team members, fostering a positive work environment and ensuring team members meet performance standards and operational goals
- Answer inbound phone calls and escalate calls to applicable departments in the event of cross-departmental overflow
- Proactively manage customer expectations regarding timing, customer responsibilities, etc. for specific service delivery processes within fast paced situations
- Use technical training and understanding to properly triage Customer Reported Issue (CRI) and preliminarily diagnose service complaints over the phone
- Build solid working relationships with all internal departments, regional Service Partners and local technicians
- Assist in specific tasks across internal departments to ensure adherence to relevant company procedures and policies
- Understanding and knowledge of Salesforce, ability to maneuver within and obtain customer information
- Update customer information in Salesforce with accurate and detailed notes
- Assist in confirming all service work is completed properly and up to Easy Ice standards
- Perform other duties as assigned or requested
- Maintain positive office atmosphere/environment
POSITION QUALIFICATIONS:
Education: High school diploma or equivalent, degree in business administration or related field preferred
Experience:
- 3-5 years of experience in customer service role
- Demonstrated track record of delivering highest level of customer satisfaction
- Demonstrated track record of working effectively with employees in various departments of the company
- Working knowledge of computer programs and multi-line phone systems
- Salesforce experience a plus
ADDITIONAL REQUIRED ATTRIBUTES:
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
- A desire to continually increase your knowledge of the industries we serve; and, the products, services and processes our company can produce
- Instinctive and skilled problem solver
- Excellent interpersonal skills
- Ability to communicate clearly and professionally, both verbally and in writing
- Ability to multi-task effectively
- Team-oriented
WORK ENVIRONMENT:
- Work primarily in a climate-controlled environment with minimal safety/health hazard potential
- Sedentary, sitting, walking, occasional lifting (overhead, waist level) from the floor, bending, frequent near vision use for reading and computer use
- Sits for extended periods
- Must have sufficient visual acuity to be able to work, for prolonged periods, on a computer monitor
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.
Easy Ice is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.