REMOTE! CLIENT SERVICE REP

BRUNT Workwear; Portland (ME); Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health insurance

401(k)

PTO + Holidays

Bonus eligibility

Equity if applicable

Job summary

BRUNT Workwear is seeking a customer experience ambassador to create exceptional experiences and build loyal relationships across channels. This is a remote, non-exempt hourly role focused on delivering outstanding service and solving problems with empathy.

You will develop product expertise, guide customers to the best BRUNT solutions, and monitor CSAT and response-time metrics while collaborating with a dynamic CX team to drive brand loyalty.

Qualifications

• Experience in customer service across retail, call-center, or remote channels.
• Proven ability to drive exceptional customer experiences and timely responses.
• Skilled at navigating customer issues with professionalism and composure.
• Comfortable managing multiple platforms while assisting customers.

Responsibilities

• Engage with customers across all channels while managing ticket volume.
• Meet or exceed CSAT goals, response time, and efficiency standards.
• Develop knowledge of BRUNT products to guide customers to best-fit solutions.
• Analyze feedback, provide insights, and suggest improvements to CX leadership.
• Understand policies and workflows to make customer-focused decisions aligned with BRUNT values.

Skills

Customer service experience

Delivering great customer experiences

Issue resolution under pressure

Multi-platform proficiency

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.