REMOTE! CLIENT SERVICE REP

BRUNT Workwear; Madison (WI); Remote; USD 22,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan with employer match

15 days PTO + 11 holidays

Job summary

BRUNT Workwear is seeking a brand ambassador for customer experiences delivered remotely. The role emphasizes creating exceptional service, guiding customers to suitable BRUNT products, and maintaining strong relationships with our trades-focused community.

The position is hourly, non-exempt, with schedules including training and after-training hours, and requires handling inquiries across channels from a remote location in the United States.

Qualifications

• Experience in a customer service role
• Ability to deliver exceptional customer experiences
• Resolve issues with composure and professionalism

Responsibilities

• Engage with customers across all channels while managing a ticket queue
• Meet or exceed CSAT, response time, and efficiency metrics
• Develop expert knowledge of BRUNT products and help customers choose best-fit items
• Analyze customer feedback trends and suggest improvements to reduce effort
• Understand and apply company policies to deliver consistent service

Skills

Customer service

Communication

Multi-channel support

CSAT focus

Tools

CRM software

Ticketing systems

Job description

Position Summary

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.

In this role, you serve as a brand ambassador for BRUNT. 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.

Responsibilities

• FlexibleEngage with customers across all 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.
• 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.
• Analyze customer feedback trends, provide insights, and recommend solutions to the CX Leadership team to reduce customer effort and enhance team effectiveness.
• 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.

Work Schedule

• Initial Training: Monday–Friday, 9:00 AM–5:30 PM ET.
• Regular Schedule: Monday–Friday, 10:30 AM–7:00 PM ET, following the completion of initial training.
• Holiday Coverage: Flexibility to support business needs during the Black Friday and holiday season, including planned coverage on the Saturday following Thanksgiving.

This is a 100% remote position; Applications outside these states cannot be processed at this time.

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
• Technical proficiency managing multiple platforms while working with customers

Benefits

• Comprehensive medical, dental, and vision insurance options.
• 401(k) plan with Company Match.
• 15 days of PTO, plus 11 paid holidays and sick leave.
• Performance-based bonus eligibility and Equity if applicable.

About the Team

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.