Remote Customer Experience Representative

BRUNT Workwear; Tallahassee (FL); Remote; USD 33,000 - 36,000; Full time

Benefits offered by this job

Healthcare

401(k) Plan

PTO + Holidays

Bonus eligibility

Job summary

BRUNT Workwear is seeking a remote Customer Experience Ambassador to deliver exceptional service across channels, build loyal relationships, and guide customers to BRUNT products. The role emphasizes understanding customer needs, exceeding expectations, and delivering outstanding service in a non-exempt, hourly position.

You will engage with customers, meet performance metrics, maintain product knowledge, and collaborate with the CX Leadership team to reduce effort and improve effectiveness.

Qualifications

• Experience in customer service role (retail/call center/remote)
• Proven ability to drive great customer experiences with positive feedback and timely responses
• Experience resolving customer issues with composure and professionalism
• Strong written and verbal communication skills
• Technical proficiency managing multiple platforms while assisting customers
• Excellent organizational skills with multitasking and prioritization
• Highly collaborative and team-oriented
• Positive attitude with ownership of tasks
• Reside in one of the eligible states listed for remote work

Responsibilities

• Engage with customers across all 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 product portfolio to guide customers
• Analyze customer feedback trends and propose solutions to reduce effort and improve team effectiveness
• Understand and follow company policies and workflows while making customer-focused decisions

Skills

Passionate about people

Empathetic

Problem solver

Great communicator

Flexible

Honest and accountable

Job description

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!