Remote Customer Experience Representative

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:

Core Responsibilities:

• 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.