Customer Experience Representative

2 weeks ago

Reading, United States BRUNT Workwear Full time
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 using phone, chat and email channels. 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

We are always looking to add passionate and customer obsessed representatives to the team. We welcome your application at any time, even if there isn't a specific job opening currently available. Your application will be considered for future opportunities on the Customer Experience Team.

How You'll Do It:

Tactical/Core Responsibilities:
  • Engage with our customers across phone and email channels with the expectation of completing an average of 120 tickets per day (this is subject to increase or decrease based on demand). Social media-specific representatives will engage with our customers across all BRUNT social platforms with the expectation of at least 60 responses 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 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.

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
  • Able to commute to the North Reading, MA office 3x a week

WHY BRUNT?

At BRUNT, people come first. That's why we support the whole employee.

This is how we do it:

Financial Wellness
  • Competitive compensation
  • Equity
  • 401k and retirement plan assistance

Health & Wellbeing
  • Dental and Vision 100% covered by BRUNT
  • Comprehensive medical benefits
  • Paid parental leave

Professional Development
  • Clear and transparent performance management process
  • Understanding how you can level up at BRUNT

Culture and Community
  • 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

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

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