Customer Experience Representative New North Reading, MA

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: 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. Driving Continuous Improvement: Work with management to achieve quarterly CX strategies / OKRs. Collaborate cross functionally to 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. What You Need to Succeed: Experience in customer service role, e.g., 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. Benefits: 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. Salary: $54,000 - $60,000 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! 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. 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 hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Voluntary Self‑Identification of Disability “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. “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. “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. “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. 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