REMOTE! CLIENT SERVICE REP

BRUNT Workwear; Philadelphia (Philadelphia County); Remote; USD 22,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with Company Match

PTO and holidays

Bonus eligibility

Equity if applicable

Job summary

BRUNT Workwear is seeking a remote Customer Service Ambassador to engage customers across channels, uphold CSAT targets, and guide buyers to BRUNT’s products. The role emphasizes exceptional service, issue resolution, and a deep knowledge of BRUNT’s lineup.

This 100% remote position requires strong communication, multi-platform proficiency, and a passion for building loyal customer relationships within the BRUNT community.

Qualifications

• Experience in a customer service role.
• Proven ability to deliver outstanding customer experiences.
• Experience resolving customer issues with composure and professionalism.
• Experience navigating multiple platforms while assisting customers.

Responsibilities

• Engage with customers across channels while managing a designated ticket volume.
• Meet or exceed CSAT goals, response time expectations, and efficiency standards.
• Develop and maintain expert knowledge of BRUNT's product portfolio to guide customers to fitting products.
• Analyze customer feedback trends and recommend solutions to the CX Leadership team to reduce customer effort and improve team performance.
• Understand BRUNT policies and workflows and make customer-focused decisions.

Skills

Customer service

Customer experience

Issue resolution

Multi-platform tools

Tools

CRM 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.