Customer Experience Representative

BRUNT Workwear•Wilmington, MA

1d•Hybrid

About The Position

The Customer Experience Representative serves as a BRUNT brand ambassador, creating exceptional customer experiences and fostering loyal, long-term relationships. The role requires understanding customer needs, exceeding expectations, and providing outstanding service. This is a non-exempt, hourly position. The schedule is Monday–Friday, 9:00 AM–5:30 PM ET during initial training, then Monday–Friday, 10:30 AM–7:00 PM ET. The position requires reporting to BRUNT HQ in Wilmington, Massachusetts, four days per week, Monday through Thursday. Flexibility is needed for business needs during Black Friday and the holiday season, including planned coverage on the Saturday following Thanksgiving.

Requirements

Experience in a customer service role, such as retail, in-person or face-to-face service, call-center work, or remote customer communication.
Ability to deliver strong customer experiences, as reflected in consistently positive customer feedback and timely responses that meet department SLAs.
Experience navigating and resolving customer issues with composure and professionalism.
Strong written and verbal communication skills.
Technical proficiency managing multiple platforms while working with customers.
Strong organizational skills, including the ability to multitask and prioritize.
Collaborative approach, positive attitude, and ability to take ownership of tasks.
Reliable transportation to BRUNT HQ in Wilmington, Massachusetts, four days per week, Monday through Thursday.
Flexibility to support business needs during Black Friday and the holiday season, including planned coverage on the Saturday following Thanksgiving.
Passionate about people; empathetic; a natural problem solver; a great communicator; flexible; honest and accountable.

Responsibilities

Engage with customers across all channels while managing a designated ticket volume, which may fluctuate with business demand.
Meet or exceed departmental performance metrics, including customer satisfaction goals, response-time expectations, and efficiency standards.
Develop expert-level knowledge of BRUNT’s product portfolio and guide customers toward products that fit their needs.
Analyze customer feedback trends and share insights and recommendations with the CX Leadership team to reduce customer effort and improve team effectiveness.
Learn and follow company policies, procedures, and workflows while making adaptable, customer-focused decisions aligned with BRUNT’s values.