Customer Experience Representative

What You’ll Do:

In this role, you represent BRUNT. You will engage with our customers on the phone. Your aim is to not just solve problems, but to build  fanatical, lasting relationships. This means that you need to ensure our customers' needs are understood and their expectations exceeded. This position is classified as non-exempt hourly and requires daily time and attendance tracking.

You should be: 

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

How You’ll Do It:

Tactical/Core Responsibilities:

• Engage with our customers on the phone with the expectation of completing an average of 10 calls per hour (this is subject to increase or decrease based on demand).
• Meet or exceed department SLAs of 90% Customer Satisfaction Rating (CSAT), 24 hour response time, and efficiency thresholds.
• Improve customer support policies & procedures by offering feedback and solutions to managers to reduce customer friction and make the team more efficient.
• Become a product expert in BRUNTs entire product portfolio and be able to apply this knowledge by helping our customer to select the right product for their needs.
• Become a process and policy expert with the ability to remain flexible and always make customer-centric decisions.

Driving Continuous Improvement:

• Work with management to achieve quarterly CX strategies / OKRs
• Collaborate cross functionally drive operational improvements to everything from purchase to warranty and returns, always using the voice of our customer as a guide
• Track customer feedback trends and partner with CX Management to prepare insights for the rest of the organization that can be shared via weekly All Company Meetings and in real-time using SLACK and other asynchronous communication tools
• Track customer feedback trends and share insights with the rest of the organization

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–Shopify, Loop, Aircall and Gorgias–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
• High degree of flexibility with the ability to work evenings, and weekends, in addition to hours as needed to support contacts during peak periods

In accordance with the Massachusetts Salary Range Transparency Law, we are providing the good-faith salary range for this position. The anticipated salary range for this role is: $48,000 – $54,000 per year. 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. This role may also be eligible for additional compensation, including:

• Bonus eligibility
• Equity or other incentive compensation, if applicable

WHY BRUNT?

At BRUNT, people come first. That’s why we support the whole employee.

This is how we do it: 

Financial Wellness

• Competitive compensation
• Equity
• 401k and retirement plan assistance

Health & Wellbeing

• Dental and Vision 100% covered by BRUNT 
• Comprehensive medical benefits 
• Paid parental leave 

Professional Development

• Clear and transparent performance management process 
• Understanding how you can level up at BRUNT 

Culture and Community

• All-Hands meetings twice a year for the entire team to connect 
• Flexible and collaborative work environment