Customer Service Representative

About Fresh Prep

Fresh Prep is a leading innovator in meal kit delivery across Canada, dedicated to making healthy eating simple and sustainable. Recognized as one of the fastest-growing companies and ranked among Canada’s top workplaces, Fresh Prep proudly holds B Corporation certification and numerous awards including BC’s Top Employers 2025, Deloitte’s Best Managed Companies, and listings on The Globe and Mail’s Top Growing Companies. Our culture unites passionate food enthusiasts, sustainability advocates, and technology pioneers to transform the future of food delivery.

Role Overview

As the cornerstone of the customer experience at Fresh Prep, the Customer Service Representative will provide expert assistance and support to clients, ensuring seamless day-to-day operations. The role involves managing all client inquiries through multiple channels, fostering collaborative resolutions with internal teams, and upholding exceptional service standards.

Key Responsibilities

• Serve as the primary contact for client needs, offering product knowledge and support from inquiry to resolution.
• Maintain strong relationships through communication channels including email, phone, text, live chat, and social media.
• Utilize key customer service software such as Aircall and Kustomer proficiently.
• Coordinate with kitchen and other departments to resolve issues, answer queries, and guarantee timely order fulfillment and delivery.
• Follow up with customers on ongoing matters to ensure positive and professional interaction at all times.
• Document customer interactions accurately and manage canteen and product inventory, preparing operational reports for management.
• Keep the workplace tidy and comply rigorously with safety and sanitation protocols.
• Represent Fresh Prep in face-to-face interactions at reception when visitors or customers arrive for order pickups or returns.

Candidate Profile

• Positive attitude with an optimistic approach to work.
• Self-motivated individual who manages tasks independently and seeks process improvements, meeting strict deadlines responsibly.
• Team-oriented player driven by collective success and results.
• Excellent verbal and written communication skills, able to convey messages clearly and professionally.
• Flexible and adaptable, thriving in dynamic work environments with ability to pivot as needed.

Qualifications

• Minimum high school diploma or equivalent.
• At least 1 to 2 years of experience in customer service, order fulfillment, or similar fields.
• Strong English communication skills, both written and spoken; typing speed of 50 words per minute with high accuracy.
• Demonstrated ability to multitask efficiently, remain composed under pressure, and think quickly.
• Familiarity with computer navigation, email, live chat, and inventory management software.
• Meticulous attention to detail with capability to work both autonomously and collaboratively.
• Availability to work flexible hours, including evenings, weekends, and statutory holidays as necessary.

Compensation and Schedule

• Hourly wage set at $22.50.
• Hybrid work arrangement:
• Remote work on Saturday, Sunday, and Wednesday from 2:00pm to 10:00pm.
• In-office shifts on Thursday and Friday from 10:00am to 6:00pm; schedules may adjust based on operational needs.

Benefits and Culture

• A vibrant and inclusive work environment that values employee input and meaningful contributions.
• Comprehensive health benefits including medical, dental, vision, and life insurance coverage after 90 days of employment.
• Special food-related perks allowing employees to enjoy Fresh Prep’s products.
• Culture promoting innovation, professional growth, and maintaining a healthy work-life balance.
• Opportunity to be part of a certified B Corporation actively impacting sustainable food systems.

Diversity and Inclusion

Fresh Prep is committed to equal opportunity employment and diversity. We aim to build a workforce that reflects our community by recruiting and retaining a varied and inclusive talent pool. We welcome applicants who share these values.

Additional Information

Work environments at Fresh Prep include exposure to various ingredients, such as common allergens like peanuts, tree nuts, and dairy. Candidates who have concerns, including allergen or meat sensitivities, are encouraged to disclose these during the recruitment process.