Customer Experience Representative

BRUNT Workwear•North Reading, MA

8h•$54,000 - $60,000•Onsite

About The Position

We’re leading the way in redefining the workwear category. Our mission is to engineer better boots and apparel for our country’s tradesmen and women by working directly with real workers to learn what they actually need to execute their jobs. The BRUNT team is not only devoted to improving on the old workwear standards, but we’re also creating a community that tradesmen and women can call their own. From our weekly hangouts at the BRUNT Garage, to hosting events across the country, we’re all about getting boots on the ground and building something real with the BRUNT crew.

Requirements

Experience in customer service role, examples: retail environment, in-person / face-to-face service, call-center or remote communication
Proven ability to drive amazing customer experiences as reflected in consistently positive customer feedback and timely responses that meet department SLAs
A passionate, adaptable communicator and natural problem solver who leads with empathy, takes accountability, and brings a genuine, people-first approach to the team.
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
Excellent organizational skills with the ability to multitask and prioritize
Highly collaborative
Positive attitude and ability to take ownership of tasks
High degree of flexibility with the ability to work evenings, and weekends, in addition to hours as needed to support contacts during peak periods
Ability to report to HQ (North Reading,MA) 4 days a week, Monday to Thursday

Responsibilities

Serve as a brand ambassador for BRUNT, engaging with customers primarily through our email channel while supporting other communication channels as business needs require.
Create exceptional customer experiences and foster loyal, long-term relationships.
Engage with customers across phone and email channels while consistently managing a designated ticket volume, which may fluctuate based on business demand.
Consistently meet or exceed departmental performance metrics, including Customer Satisfaction (CSAT) goals, response time expectations, and efficiency standards.
Contribute to the continuous improvement of customer support processes by identifying opportunities, providing feedback, and recommending solutions that reduce customer effort and enhance team effectiveness.
Develop and maintain expert-level knowledge of BRUNT's product portfolio, leveraging that expertise to confidently guide customers toward the products that best fit their needs.
Build a strong understanding of company policies, procedures, and workflows while remaining adaptable and empowered to make customer-focused decisions that align with BRUNT's values.
Support the Community Team and participate in Open House/Garage Events at HQ on Thursdays from 4:00 PM to 7:00 PM.
Work with management to achieve quarterly CX strategies / OKRs.
Collaborate cross functionally drive operational improvements to everything from purchase to warranty and returns, always using the voice of our customer as a guide.
Track customer feedback trends and partner with CX Management to prepare insights for the rest of the organization that can be shared via weekly All Company Meetings and in real-time using SLACK and other asynchronous communication tools.