Remote Customer Experience Representative

Summary

Join our team at BRUNT, where we're redefining the workwear category by engineering better boots and apparel for tradesmen and women. We're not only improving on old standards but also creating a community that tradespeople can call their own. As a representative of BRUNT, you'll engage with customers using phone, chat, and email channels, building fanatical relationships and exceeding customer expectations.

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

Responsibilities

• Engage with our customers across phone and email channels with the expectation of completing an average of 120 tickets per day
• Meet or exceed department SLAs of 90% Customer Satisfaction Rating (CSAT), 24 hour response time, and efficiency thresholds of 120 tickets per day in phone and email and 60 responses per hour in Social channels
• 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

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
• Thursdays social events with co-workers and community members