Brunt & Company

Customer Experience Representative

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:

In this role, you serve as a brand ambassador for BRUNT, engaging with customers primarily through our email channel while supporting other communication channels as business needs require. 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 that requires accurate daily time and attendance tracking.

How You'll Do It:

Tactical/Core Responsibilities:

• 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.
• Ability to 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, 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
• 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

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. Benefits & Perks: 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

$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!