CustomerExperienceRepresentative

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,