Back to jobs

Customer Experience Representative

Remote

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 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

We are always excited to connect with passionate and customer-obsessed individuals. We expand our Customer Experience team at several points throughout the year, and while we may not have an immediate opening, we welcome your application for future opportunities.

How You’ll Do It:

Tactical/Core Responsibilities:

  • Engage with our customers on the phone with the expectation of completing an average of 10 call 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

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
  • Thursdays social events with co-workers and community members 

No matter what experience you have within our industry we encourage you to apply. At BRUNT, we believe that a strong crew is assembled with people from different backgrounds. 

We look for individuals who thrive on challenges, will be passionate about our brand, and believe that teamwork is necessary for success. Show us how your experiences have shaped you and how you can contribute to BRUNT. We can’t wait to hear from you!

Create a Job Alert

Interested in building your career at BRUNT Workwear? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter*

Accepted file types: pdf, doc, docx, txt, rtf


Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in BRUNT Workwear’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.