Customer Success Specialist

**Join Our Team as a Client Coordinator & Support Specialist** - *This is a part time role (estimated 18-24 hours a week with 15 hours a week minimum)*_ - The schedule is Sunday through Thursday, starting at 9 am - Additional hours may be required during peak._We are looking for an eager and enthusiastic individual who is swift as a spatula, can think on their feet and is passionate about providing exceptional service and customer support. Fostering strong relationships with clients and team members, and striving for operational excellence to deliver the highest quality standards. **About us** Fresh in your Fridge **is a holistic private chef service** in Vancouver BC Canada.We’re a proudly Canadian and woman-owned small (and growing) business that leads with a people centered approach and a fun, supportive, hands on work culture We are a team of 13 that operate out of our facility in East Vancouver, including a small management team, chefs, and support team. We care deeply about our private chef clients, and cook nutritious + custom meals for them on a weekly basis. Our ethos revolves around environmental consciousness and wellness. We adhere to low-impact, low-waste practices, opting for reusable glassware containers and mindful sourcing during grocery shopping. Our team thrives on a set of vibrant core values that guide our every action: - We believe in the power of **excessively clear communication**, ensuring that every interaction is transparent and effective. - **Personal responsibility** is our cornerstone, as each team member takes ownership of their role and contributes to our collective success. - We **embody wellness **in everything we do, from the ingredients we select to the cooking methods we employ, prioritizing health and vitality. - **Fun** is at the heart of our culture, infusing joy and enthusiasm into our work environment. - We welcome new team members & Clients with open arms, fostering a **sense of belonging and ensuring everyone feels onboard from day one.** **The role** As Client Coordinator & Support Specialist, you will be adding value to our clients' experience, as well as ensuring things are smoothly managed with exceptional service. This position combines client support with operational coordination, directly supporting the Operations Manager and stepping in as their right-hand when needed.You will progressively own the full cycle client journey from onboarding to the successful delivery of their meals, addressing any issues in between, serving both as a client champion and an operational cornerstone. **This role will grow as the company grows** **Key Responsibilities** - You'll be spearheading support at Fresh in your Fridge, dishing out top-notch service as our brand ambassador, ensuring every client feels like a VIP from their first bite to their last, handling the full cycle of client experience, from the onboarding process to the rock-solid support phase ensuring top quality service. - Conduct onboarding calls with new clients, explaining service logistics and getting them excited to start their FIYF Journey. Establish yourself as the go-to person for client needs, ensuring they feel supported and informed from the start. Set up all documentation and manage the administrative side for the new client onboarding process, client change request process, and client cancellation process. - Provide scheduling updates to the intake/sales coordinator, ensuring returning FIYF clients are well taken care of. Manage schedule or package changes for established clients, ensuring seamless collaboration across all fronts. - Actively participate in team meetings and discussions: Daily 1:1, Weekly Operations and Quarterly Planning Meetings. Document action items, and drive accountability by tracking progress. Keep a keen eye on requests and issues, identifying, tracking and reporting them to the Ops manager like a chef spotting the perfect ingredients. - Identify "win-back" opportunities and escalate them appropriately, ensuring no client is left unsatisfied. Handle "code red" issues with urgency, escalating them to the Ops manager and CEO as needed. - Handle day-to-day tasks like creating driver schedules in Routific and managing effective communication with them, working hand in hand with chefs to ensure smooth operations. Partner up with the Ops manager to create and update scheduling requests as required, ensuring ops run like a well-oiled machine. - Step in as the Ops manager’s assistant when needed, supporting with facility management, and other ad hoc tasks contributing to the efficient operation of FIYF. **Skills & Qualifications** - **Strong customer service** experience is a must - whether your experience is in food service, hospitality or retail. We are looking for individuals that are **Personable, competent, and resourceful **— who thrive in a dynamic environment, are hands-on, can solve problems and make things happen (3 years minimum experience). - A **top not