Customer Success Representative

Vancouver, BC, Canada Req #297
Tuesday, May 31, 2022

Who We Are 

Fresh Prep is Western Canada’s homegrown meal kit delivery service. We help people throughout B.C. make world-class dinners with fresh, pre-cut and pre-portioned ingredients along with an extended menu of over 100 add-ons from local suppliers delivered weekly to your door.

 

From sourcing quality local goods, to delivering in reusable, recyclable and compostable packaging, we believe it’s possible to make convenient eating healthy and sustainable for the community we live in.

 

In the past few years, we have collected first place awards for The Georgia Straight’s Golden Plates (2019 and 2020) in addition to winning the 23rd and 24th Annual Best of Vancouver award for Best Meal Kit Service as voted by readers (2018 and 2019). Fresh Prep also placed on the Canadian Business and Maclean’s Magazine STARTUP LIST 2020 as a high-growth Canadian startup.

Who You Are

  • 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.

  • Multi-Tasking Hero. You can work in a sometimes hectic workspace without getting flustered or losing your helpful personality.

  • 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.

What You'll Be Doing

  • 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, and various social media channels. Our primary channel of communication is through email.

  • You will foster a community of online and offline Fresh Prep advocates.

  • You’ll use your attention to detail and organizational skills to ensure your work is accurate.

  • You will be a power user with Aircall and Front, our customer service applications.

  • You’ll answer phone calls, emails, and other modes of communication to address customer concerns.

  • You’ll work with other departments to address specific concerns and/or obtain information to answer customer questions.

  • You’ll follow up with customers as needed, especially for recurring or ongoing issues.

  • Respond to complaints with thoroughness and accuracy.

  • Adhere to corporate and departmental policies and procedures

  • Perform other duties as required.

    What We Are Looking For

  • Experience with providing customer service (1-2 years desirable); past experience in a call center is an asset

  • You have a two-year diploma or better.

  • Excellent English written and verbal skills; able to eloquently respond to emails and take calls from customers. 

  • Excellent data entry and typing speed with attention to detail and commitment to quality; minimum 50 words per minute with close to 100% accuracy is required.

  • Solid computer skills, with willingness to learn new computer programs/systems. 

  • Team player with strong interpersonal skills

  • Proven ability to work in a fast-paced, high volume work environment

  • Able to work afternoon and evening and/or weekend shifts as required.

  • You’re tech savvy with good command of Google Suite, particularly spreadsheets, and Slack with an ability to quickly learn new software.

  • You are confident in communicating clearly with diverse individuals while ensuring the message is received and understood.

  • You have a positive, respectful attitude with good people skills.

  • You are reliable and available to work a consistent schedule at 40 hours per week.

  • Customer service industry knowledge is an asset

  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times

  • Able to work well under pressure

  • Flexible, able to deal with change

  • Strong attention to detail

  • Very organized, with excellent multi-tasking and problem solving skills

  • Previous experience with call center environment an asset

  • Strong work ethic and positive team attitude

Working Conditions

  • Manual dexterity required to use desktop computer and peripherals

  • Overtime as required

  • You have a comfortable, quiet space to work from home where you will be able to speak on the phone, and a strong, reliable internet connection

  • Ability to work independently with little or no supervision
      
    What You Can Expect 

    • An inclusive, fun workplace filled with fantastic colleagues. We’re a certified B-Corporation and our team is passionate about making a positive difference (and also about food!)

    • The ability to work from home four days per week, and one day a week from our HQ in Calgary or Vancouver.

    • Competitive pay and bonuses, as well as the opportunity to participate in our Employee Stock Option Plan.

    • Comprehensive health benefits (including medical, dental, vision and life-insurance) after 90 days of successful employment.

    • Free food! A Fresh Prep meal plan for 2 meals per week.

    Fresh Prep is an Equal Opportunity Employer (EOE) and prohibit 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!

    Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don’t necessarily meet every single point on the job description, please still get in touch. We’d love to have a chat and see if you could be a great fit.

     

Other details

  • Pay Type Salary
Location on Google Maps
  • Vancouver, BC, Canada