Customer Service Representative

As a Customer Service Representative at Mom's Meals, you'll support clients, caregivers, and health plan partners who rely on our refrigerated, ready-to-heat meals. In this fast-paced call center and support environment, you'll handle inbound calls, emails, and chats to place and update orders, resolve delivery issues, and answer questions about meal options and special diets. You'll use CRM and order-entry systems to document interactions accurately, ensure timely, correct deliveries, and collaborate with production and logistics teams.

Drawing on Mom's Meals' mission-driven, compassionate culture, you'll serve vulnerable populations with empathy, professionalism, and attention to safety, quality, and compliance while gaining exposure to food operations and healthcare partnerships.

Responsibilities

• Respond to inbound calls, emails, and chats from clients, caregivers, and partners regarding meal orders and services.
• Accurately enter, update, and track orders, delivery details, and customer information in CRM/order systems.
• Resolve service issues, complaints, and delivery concerns with empathy, urgency, and a focus on first-contact resolution.
• Educate customers on meal options, special diets, ordering schedules, and program eligibility requirements.
• Collaborate with logistics, production, and healthcare partner teams to ensure on-time, accurate deliveries.
• Follow quality, safety, privacy, and compliance standards related to food service and healthcare partners.
• Document all interactions clearly and thoroughly to support reporting and continuous improvement.
• Identify recurring issues and share feedback to improve processes, customer experience, and service quality.

Required Skills

• Customer service
• Call center operations
• Order entry
• Data entry and accuracy
• CRM or ticketing systems
• Basic computer literacy (MS Office, email, web)
• Conflict resolution and de-escalation
• Written and verbal communication
• Time management and multitasking
• Knowledge of food safety or nutrition basics