Customer Experience Representative
$48k - $54k USD
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.
What You’ll Do:
In this role, you represent BRUNT. You will engage with our customers on the phone. Your aim is to not just solve problems, but to build fanatical, lasting relationships. This means that you need to ensure our customers' needs are understood and their expectations exceeded. This position is classified as non-exempt hourly and requires daily time and attendance tracking.
You should be:
- Passionate about people
- Empathetic
- A natural problem solver
- A great communicator
- Flexible
How You’ll Do It:
Tactical/Core Responsibilities:
- 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.
Driving Continuous Improvement:
- 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
What You Need to Succeed:
- 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
In accordance with applicable salary transparency laws, we are providing the good-faith salary range for this position. This range reflects the base salary that we reasonably expect to pay for this position at the time of posting. The actual compensation offered will depend on factors such as qualifications, experience, skills, and budget.
Benefits & Perks:
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Healthcare: Comprehensive medical, dental, and vision insurance options.
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Retirement: 401(k) plan with Company Match.
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Paid Time Off: 15 days of PTO, plus 11 paid holidays and sick leave.
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Incentives: Performance-based bonus eligibility and Equity if applicable.
The anticipated salary range for this role is:
Compensation
$48,000—$54,000 USD
No matter what experience you have within our industry we encourage you to apply. At BRUNT, we believe that a strong crew is assembled with people from different backgrounds.
We look for individuals who thrive on challenges, will be passionate about our brand, and believe that teamwork is necessary for success. Show us how your experiences have shaped you and how you can contribute to BRUNT. We can’t wait to hear from you!