Bilingual Customer Service Manager - 12-month Contract
posted 2 months ago

Description

Full job deion

Who We Are

Meet Fresh Prep — Western Canada’s most convenient and sustainable meal kit delivery service.

As a certified B Corporation, we make convenient eating healthy and sustainable for the communities we operate in. We source quality local ingredients whenever possible, and deliver in reusable, recyclable and compostable packaging. We offer 10 chef-created meal kit recipes each week, with options for many lifestyles and preferences including vegetarian and vegan.

In the past few years, we have collected many awards and recognition for our continued pursuit in being a leader in both customer and employee satisfaction. Some awards include The Georgia Straight’s Golden Plates, 23rd and 24th Annual Best of Vancouver award for Best Meal Kit Service, BC’s Top Employers 2023, Top SME 2023, and Climate Smart. Fresh Prep also placed on The Globe and Mail’s prestigious 2023 Canada's Top Growing Companies list.

Who You Are

• Reliable & Dependable. You like to see a job well done and will ensure that things are done the “right” way. You show up for all scheduled shifts on time and ready to work.

• 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.

What You'll Be Doing

• You’ll lead a team of Customer Service Representatives, Leads, and Supervisors, providing mentorship, coaching, and expertise to help them develop their own careers while supporting company goals.

• You’ll liaise with every department in the company to communicate customer feedback and contribute toward process improvements that have the customer experience in mind.

• You’ll be the go-to person for high-touch escalations, which you’ll handle with compassion and professionalism using your conflict resolution skills

• You’ll design, develop, and document Customer Service policies, processes, and standard operating procedures

• You’ll share and develop ideas for continuous improvement of company operations, and will contribute to cross-functional projects with your unique understanding of our customer’s needs

• You’ll hold your team accountable for KPIs like customer satisfaction, response time, missed call rate, and handle time, driving performance and success on your team as an inspiring leader

• With the support of your manager and the marketing team, you will write customer-facing communications including response templates, delivery updates, and knowledge base articles

• You’ll analyze numbers, especially gift credits and team performance, using spreadsheets, dashboards, and reports. You’ll author and present reports to senior management as the customer service subject matter expert

• You’ll hire, onboard, train, and performance manage candidates and team members in your department

• You’ll become an expert with our customer service platforms and will lead projects to help us leverage new features and technologies

What We Are Looking For

• Bilingual English/French, able to fluently speak, read, write, and problem-solve in both languages

• 3-5 years of experience in Customer Service roles in a mid- or larger-sized organization showing progressive development

• Minimum 2 years of experience in a leadership role; experience leading team members remotely is an asset

• Strong organizational skills and exceptional time management skills

• Ability to handle pressure and conflict

• Ability to adapt and formulate new plans as contingencies arise

• Self-motivated, with leadership skills and a high energy outlook

• Very strong written and spoken communication skills

• Able to perform basic calculations, with experience analyzing and presenting data using spreadsheets, pivot tables, and dashboards

• A short skill-testing assignment will be part of the interview process; we encourage you to be honest about your skills!

• Ability to work individually and as part of a team

• High level of integrity and work ethic

• Ability to work overtime occasionally as needed

What You Can Expect

• $70,000 - $75,000 per annum

• 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 a hybrid schedule from one of our HQs (Calgary, Vancouver, or Montreal) and from home

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

• Food Perks!

Please note that the posted salary range for this role may vary based on qualifications, prior experience, or seniority. We are always looking for talented people to join our network, and 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 deion, or if your desired compensation isn't reflected in this posting, 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!

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