REMOTE! CLIENT SERVICE REP at BRUNT Workwear Pennsylvania

BRUNT Workwear; Wyndmoor (PA); Remote; USD 23,000 - 29,000; Full time

Benefits offered by this job

Health, dental, vision insurance

401(k) plan with company match

15 days PTO plus 11 holidays

Performance-based bonus eligibility

Job summary

BRUNT Workwear is seeking a brand ambassador for customer experience who provides exceptional service across channels, builds loyalty, and resolves inquiries with professionalism.

The role is non-exempt and hourly, offering the chance to work remotely. You will learn BRUNT’s product portfolio, drive satisfaction, and contribute to a positive customer journey across the brand.

Qualifications

• Experience in customer service roles across multiple channels.
• Ability to meet CSAT goals and response-time targets.
• Proficiency with platforms and processes to resolve issues efficiently.

Responsibilities

• Engage with customers across channels while managing a designated ticket volume.
• Meet or exceed CSAT, response time, and efficiency metrics.
• Develop expert knowledge of BRUNT products to guide customers to best fits.
• Analyze feedback trends and offer insights to reduce customer effort.
• Understand policies and workflows and make customer-focused decisions.

Skills

Customer service

CSAT goals

Communication

Time management

Tools

CRM software

Ticketing systems

Job description

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.

Flexible

• Engage 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.

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.

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

• 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.

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.