Customer Service Representative

Who We Are

Join Fresh Prep - a dynamic leader revolutionizing how Canadians experience food through sustainable meal kit delivery. As one of Canada's fastest-growing companies and a certified B Corporation, we're committed to making it easier for people to eat well and live better.

Who You Are

• Positive Attitude-You approach work in a cheery and optimistic way
• Self Starter-You are comfortable owning a task from start to finish and you take the initiative to make continuous process improvements. You observe strict deadlines and hold yourself accountable for your deliverables
• Collaborative Team Player-You are motivated by collaborative team task achievement and driving a results-oriented culture
• Strong Communicator-Your verbal and written communication skills allow you to get results across easily and quickly, in a friendly and professional manner
• Adaptable-You thrive in a changing environment and are able to pivot direction easily

What You'll Be Doing

As the go-to expert for all things Fresh Prep, you will play a key role in delivering an exceptional experience for our clients and supporting day-to-day operations. Your main responsibilities will include:

• You will be the go-to person for all of our clients’ needs. From facilitating support requests to educating our clients about our product. You are an expert in all things Fresh Prep
• You will create and maintain relationships with our clients via email, phone, text, live chat, and various social media channels
• You will be a power user with Aircall and Kustomer, our primary customer service applications
• you'll collaborate with kitchen staff and other departments to address specific concerns, answer customer questions, and ensure orders are fulfilled and delivered on time
• you'll follow up with customers as needed, especially for recurring or ongoing issues, ensuring all interactions remain positive and professional
• you'll keep accurate records of customer inquiries, manage canteen and product inventory, and provide regular operational reports to management
• you'll maintain a clean, organized work area while adhering strictly to all safety and sanitation procedures
• you'll be the face of Fresh Prep at our front reception, greeting occasional visitors and interacting face-to-face with customers picking up orders or dropping off returnables

What We Are Looking For

This individual acts as the initial contact for customer inquiries via phone, email, text,social media, and even live chat. We are looking for an individual who is a skilled typist,strong communicator, skilled at task switching and possesses a positive and helpfulattitude even in stressful times. The right candidate for this role is the go-to person forinternal and external customer inquiries, from support requests to product education.They thrive in a fast-paced environment and can think quickly and strategically on theirfeet.

• High school diploma or equivalent
• 1–2 years of experience in customer service, order fulfillment, or a related field
• Excellent written and verbal English communication skills, along with a typing speed of at least 50 WPM with high accuracy
• Proven ability to task-switch efficiently, think on your feet, and stay calm under pressure
• Comfortable navigating computers, email channels, live chat tools, and inventory management software
• High attention to detail with the ability to work independently or collaboratively across departments
• Ability to work a flexible schedule, including evenings, weekends, and statutory holidays as needed

What You Can Expect

• Hourly wage of $22.50
• Hybrid Schedule:
  • Remote: Saturday, Sunday, Wednesday from 2:00pm-10:00pm
  • In Office: Thursday and Friday from 10:00am-6:00pm. Schedule may changed based on operational needs.
• An energetic, inclusive workplace where your voice matters and your contributions drive real impact
• Comprehensive health benefits package including medical, dental, vision, and life insurance after 90 days
• Exclusive food perks that let you experience our amazing products
• A culture that celebrates innovation, encourages professional development, and supports work-life balance
• The opportunity to be part of a certified B-Corporation making a tangible difference in sustainable food systems

Fresh Prep is an Equal Opportunity Employer (EOE) and prohibits discrimination of any kind. We value diversity at our company and at all job levels our goal is to be diverse, inclusive and representative of the communities we operate in. We endeavour to recruit, develop and retain the best talent from a diverse candidate pool and truly believe that diversity, equity and inclusion among our team members is vital to our success as a company.

We trust that in applying for a role with us you value this as well!

At Fresh Prep, we work with a variety of ingredients, including common allergens like peanuts, tree nuts, and dairy. Whether you're in one of our corporate functions or within the production facility, you may be exposed to these ingredients. If you have concerns- especially around allergens or meat- please let us know during the hiring process.

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