Customer Service Representative

Salary Range: $45,000.00 To $50,000.00 Annually 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. We're proud to be recognized as a workplace where innovation meets impact. Our numerous accolades - including BC's Top Employers 2025, placement on The Globe and Mail's prestigious Canada's Top Growing Companies list and recognition as one of Deloitte’s Best Managed Companies - reflect our commitment to excellence in both customer experience and employee satisfaction. Our collaborative culture brings together passionate food lovers, sustainability champions, and tech innovators who are reshaping the future of food delivery. Who You Are Positive attitude: You approach work with a cheerful and optimistic attitude. Reliable and dependable: You like to see work done well and will ensure that things are done the “right” way. You show up on time for all scheduled shifts and are ready to work. Collaborative team player: You are motivated by completing collaborative tasks as a team and driving a results-oriented culture. Strong communicator: Your verbal and written communication skills allow you to convey results easily and quickly, in a friendly and professional manner. Adaptable: You thrive in a changing environment and are able to change direction easily. What You'll Be Doing: Be the go-to person for all customer needs—from technical support to product education. Build and maintain customer relationships via email, phone, text, and social media (with email being the primary channels). Foster a community of Fresh Prep ambassadors, both online and offline. Work meticulously and organizationally to ensure the accuracy of your responses. Master Zendesk, our customer service platform. Respond to calls, emails, and other channels to resolve customer concerns. Collaborate with other departments to obtain answers to questions. Follow up with customers, especially for recurring issues. Respond to complaints with rigor and accuracy. Comply with company policies and procedures. What We Are Looking For: This person is the first point of contact for our customers and stands out for their speed, efficiency, and consistently positive attitude. They are able to juggle multiple tasks, solve problems in real time, and deliver an exceptional customer experience, even under pressure. Dynamic, strategic, and solution-oriented, they collaborate with all teams to get straight to the point. You are articulate. You have strong written, verbal, and interpersonal skills. Better yet, you practice empathy in all areas. You understand the importance of details. You don't sweat the small stuff and thrive in a fast-paced, ever-changing environment, but you have a keen ability to recognize nuances. You are team-oriented. You understand the importance of a positive attitude, you are always looking to grow personally and professionally, and you are always there to lend a hand. 1 to 2 years of customer service experience, call center experience is an asset. Excellent command of written and spoken French and English to support customers across Canada. Data entry and minimum typing speed of 50 words per minute with near-perfect accuracy. Good command of computer tools and willingness to learn new systems. You have a quiet, private place to work from home and/or are able to commute daily to our Ville-Saint-Laurent office. What You Can Expect: Annual salary of $45,000 - $50,000 depending on experience, plus earned bonuses. A Sunday to Thursday schedule, primarily 10:00am to 6:00pm, with hours subject to change according to operational needs. Hybrid position, primarily work-from-home; you can also choose to work onsite at our office in Ville-Saint-Laurent. A dynamic and inclusive workplace where your voice matters and your contributions have a real impact. Comprehensive benefits package including medical, dental, vision, and life insurance after 90 days. Exclusive food benefits allowing you to discover our exceptional products. A culture that celebrates innovation, encourages professional development, and supports work-life balance. The opportunity to be part of a B-Corp certified company that is making a tangible difference in sustainable food systems. 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. 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!