BRUNT Workwear

Customer Experience Representative

BRUNT Workwear

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $48,000 - $54,000 per year

About the role

  • Engage with our customers on the phone with the expectation of completing an average of 10 calls per hour (this is subject to increase or decrease based on demand).
  • Meet or exceed department SLAs of 90% Customer Satisfaction Rating (CSAT), 24 hour response time, and efficiency thresholds.
  • Improve customer support policies & procedures by offering feedback and solutions to managers to reduce customer friction and make the team more efficient.
  • Become a product expert in BRUNTs entire product portfolio and be able to apply this knowledge by helping our customer to select the right product for their needs.
  • Become a process and policy expert with the ability to remain flexible and always make customer-centric decisions.
  • 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
  • Track customer feedback trends and share insights with the rest of the organization

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
  • Experience navigating and resolving customer issues with composure and professionalism
  • Strong written and verbal communication skills
  • Technical proficiency managing multiple platforms–Shopify, Loop, Aircall and Gorgias–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
Benefits
  • Competitive compensation
  • Equity
  • 401k and retirement plan assistance
  • Dental and Vision 100% covered by BRUNT
  • Comprehensive medical benefits
  • Paid parental leave
  • Clear and transparent performance management process
  • Understanding how you can level up at BRUNT
  • All-Hands meetings twice a year for the entire team to connect
  • Flexible and collaborative work environment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecustomer experienceissue resolutionfeedback analysisprocess improvementpolicy expertisemultitaskingprioritization
Soft Skills
communicationcollaborationorganizationalflexibilityownershippositive attitudeprofessionalism