Remote Customer Experience Representative

Remote Customer Experience Representative Remote 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 serve as a brand ambassador for BRUNT. Your focus goes beyond resolving issues, you are responsible for creating exceptional customer experiences and fostering loyal, long-term relationships. Success in this role requires a deep understanding of customer needs, a commitment to exceeding expectations, and a passion for delivering outstanding service. This is a non-exempt, hourly position. You should be: Passionate about people Flexible Honest and accountable How You’ll Do It: Core Responsibilities: Engage with customers across all 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. 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. Analyze customer feedback trends, provide insights, and recommend solutions to the CX Leadership team to reduce customer effort and enhance team effectiveness. 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. Schedule & Availability Initial Training: Monday–Friday, 9:00 AM–5:30 PM ET. Regular Schedule: Monday–Friday, 10:30 AM–7:00 PM ET, following the completion of initial training. Holiday Coverage: Flexibility to support business needs during the Black Friday and holiday season, including planned coverage on the Saturday following Thanksgiving. This is a 100% remote position; however, to be considered, applicants must currently reside in one of the following eligible states: 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 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 Reside in one of the following eligible states: 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. Healthcare: Comprehensive medical, dental, and vision insurance options. Retirement: 401(k) plan with Company Match. Paid Time Off: 15 days of PTO, plus 11 paid holidays and sick leave. Incentives: Performance-based bonus eligibility and Equity if applicable. The anticipated salary range for this role is: Compensation $24 - $26 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! Voluntary Self-Identification For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in BRUNT Workwear’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows: A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability. A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. 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