Customer Experience Representative

Role Overview

• 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.
• 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.
• 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.

Requirements

• 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.

Benefits

• 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.