Customer Experience Representative

What You’ll Do:

In this role, you represent BRUNT. You will engage with our customers using phone, chat and email channels. 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 across phone and email channels with the expectation of completing an average of 120 tickets per day (this is subject to increase or decrease based on demand). Social media-specific representatives will engage with our customers across all BRUNT social platforms with the expectation of at least 60 responses 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 of 120 tickets per day in phone and email and 60 responses per hour in Social channels.
• 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
• Able to commute to the North Reading, MA office 3x a week