Remote Customer Experience Representative

BRUNT Workwear; Columbus (OH); À distance; USD 33 000 - 36 000; Plein temps

Avantages offerts par ce poste

Healthcare

401(k) with Company Match

15 days PTO + 11 holidays

Performance-based bonus eligibility

Résumé du poste

BRUNT Workwear is hiring for a remote, hourly Customer Experience Advocate. You will service customers across channels, manage ticket volume, and aim for outstanding CSAT and fast response times.

You’ll develop product knowledge to recommend the best BRUNT gear and advocate for customers with insights to improve processes. You’ll work Monday–Friday with training and scheduled shifts; eligible states include CO, FL, GA, ME, MD, MA, MN, MO, NY, NC, OH, OR, PA, TX, WA, WI, and you’ll be paid hourly

Qualifications

• Experience in customer service role (retail, call center, or remote) required.
• Proven ability to drive exceptional customer experiences with timely responses that meet SLAs.
• Ability to resolve customer issues with composure and professionalism.
• Strong written and verbal communication skills.
• Proficiency across multiple platforms while assisting customers.

Responsabilités

• Engage with customers across all channels while managing a designated ticket volume.
• Meet or exceed CSAT, response time, and efficiency metrics.
• Develop deep knowledge of BRUNT's product portfolio to guide customers to best-fit products.
• Analyze feedback trends and provide insights to reduce customer effort.
• Understand policies and workflows and make customer-focused decisions aligned with BRUNT's values.

Connaissances

Empathetic

Great communicator

Customer-centric

Problem solver

Flexible

Honest and accountable

Description du poste

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. 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.

You Should Be

• Passionate about people
• Empathetic
• A natural problem solver
• A great communicator
• Flexible
• Honest and accountable

How You’ll Do It

• 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.

Schedule & Availability

• 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; however, to be considered, applicants must currently reside in one of the following eligible states:

Eligible States: CO, FL, GA, ME, MD, MA, MN, MO, NY, NC, OH, OR, PA, TX, WA, WI.

**Applications outside these states cannot be processed at this time.**

What You Need to Succeed

• 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
• Strong written and verbal communication skills
• Technical proficiency managing multiple platforms while working with customers
• Excellent organizational skills with the ability to multitask and prioritize
• Highly collaborative
• Positive attitude and ability to take ownership of tasks
• Reside in one of the following eligible states:

Eligible States: CO, FL, GA, ME, MD, MA, MN, MO, NY, NC, OH, OR, PA, TX, WA, WI.

Benefits & Perks

Healthcare

• 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.

In accordance with applicable salary transparency laws, we are providing the good‑faith salary range for this position. This range reflects the base salary that we reasonably expect to pay for this position at the time of posting. The actual compensation offered will depend on factors such as qualifications, experience, skills, and budget.

The anticipated salary range for this role is:Compensation$24—$26 USD

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. Show us how your experiences have shaped you and how you can contribute to BRUNT. We can’t wait to hear from you!