Customer Experience Representative

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:

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.

There is a requirement to report to BRUNT HQ in Wilmington, MA, four days per week, Monday–Thursday.

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

Reliable transportation to the BRUNT HQ in Wilmington, MA, four days per week, Monday–Thursday.

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.