Customer Experience Representative

Communities

The BRUNT team is dedicated to building a community for tradesmen and women. Weekly hangouts at the BRUNT Garage and events across the country foster connections among members.

Tactical/Core Responsibilities

• Engage with customers through phone and email channels, managing a designated ticket volume.
• Meet or exceed departmental performance metrics, including CSAT goals, response time expectations, and efficiency standards.
• Contribute to continuous improvement of customer support processes by identifying opportunities, providing feedback, and recommending solutions.
• Develop and maintain expert-level knowledge of BRUNT's product portfolio to guide customers effectively.
• Understand company policies, procedures, and workflows, making customer-focused decisions aligned with BRUNT's values.
• Support the Community Team and participate in Open House/Garage Events at HQ on Thursdays from 4:00 PM to 7:00 PM.
• Drive continuous improvement by working with management to achieve quarterly CX strategies / OKRs and collaborating cross-functionally to drive operational improvements.
• Track customer feedback trends and partner with CX Management to prepare insights for the rest of the organization.

Qualifications

• Experience in customer service roles, such as retail environments, in-person/service, call centers, or remote communication.
• Proven ability to drive amazing customer experiences as evidenced by consistently positive customer feedback and timely responses meeting department SLAs.
• A passionate, adaptable communicator and natural problem solver who leads with empathy, takes accountability, and brings a genuine, people-first approach to the team.
• Strong written and verbal communication skills, technical proficiency managing multiple platforms, excellent organizational skills, ability to multitask and prioritize, highly collaborative, positive attitude, flexibility with evening and weekend work, and ability to report to HQ (North Reading, MA) 4 days a week, Monday to Thursday.

Pay

The anticipated salary range for this role is: $54,000 USD - $60,000 USD.

Schedule

This is a non-exempt, hourly position.