[Remote] Customer Experience Representative

Note: The job is a remote job and is open to candidates in USA. BRUNT is a company redefining the workwear category by engineering better boots and apparel for tradesmen and women. The Customer Experience Representative will engage with customers on the phone, aiming to build lasting relationships while ensuring their needs are understood and expectations exceeded.ResponsibilitiesEngage 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 thresholdsImprove customer support policies & procedures by offering feedback and solutions to managers to reduce customer friction and make the team more efficientBecome 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 needsBecome a process and policy expert with the ability to remain flexible and always make customer-centric decisionsWork with management to achieve quarterly CX strategies / OKRsCollaborate cross functionally drive operational improvements to everything from purchase to warranty and returns, always using the voice of our customer as a guideTrack 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 toolsTrack customer feedback trends and share insights with the rest of the organizationSkillsExperience in customer service role, examples: retail environment, in-person / face-to-face service, call-center or remote communicationProven ability to drive amazing customer experiences as reflected in consistently positive customer feedback and timely responses that meet department SLAsExperience navigating and resolving customer issues with composure and professionalismStrong written and verbal communication skillsTechnical proficiency managing multiple platforms–Shopify, Loop, Aircall and Gorgias–while working with customersExcellent organizational skills with the ability to multitask and prioritizeHighly collaborativePositive attitude and ability to take ownership of tasksHigh degree of flexibility with the ability to work evenings, and weekends, in addition to hours as needed to support contacts during peak periodsBenefitsHealthcare: 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.Company OverviewBRUNT Workwear is a consumer brand that provides work boots and clothing. It was founded in 2020, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is https://bruntworkwear.com.



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