What are the responsibilities and job description for the Customer Experience Ambassador position at BRUNT Workwear?
We're at the forefront of redefining workwear, and we're looking for talented individuals to join our crew.
About Us
At BRUNT Workwear, our mission is to engineer better boots and apparel for tradesmen and women by collaborating directly with workers to understand their needs. We're dedicated to improving workwear standards while creating a community that tradespeople can call their own.
Role Overview
In this role, you'll represent BRUNT and engage with customers through various channels, including phone, chat, and email. Your primary objective is to build lasting relationships by understanding customer needs and exceeding expectations.
This position requires daily time and attendance tracking, and we're seeking someone who is passionate about people, empathetic, a natural problem solver, and an excellent communicator. As a team player, you should be flexible, have strong organizational skills, and be able to multitask and prioritize tasks effectively.
Tactical/Core Responsibilities
- You'll engage with customers across phone and email channels, aiming to complete an average of 120 tickets per day. Social media representatives will interact with customers across all BRUNT social platforms, aiming for at least 60 responses per hour.
- You'll 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.
- You'll contribute to improving customer support policies and procedures by offering feedback and solutions to management to reduce customer friction and increase team efficiency.
- You'll become a product expert in BRUNT's entire product portfolio and apply your knowledge to help customers select the right products for their needs.
- You'll develop process and policy expertise, remaining flexible and making customer-centric decisions.
Driving Continuous Improvement
- You'll collaborate with management to achieve quarterly CX strategies and OKRs.
- You'll partner cross-functionally to drive operational improvements from purchase to warranty and returns, guided by customer feedback.
- You'll track customer feedback trends and share insights with the organization via All Company Meetings and asynchronous communication tools.
What You Need to Succeed
- You should have experience in customer service roles, such as retail environments, face-to-face services, call centers, or remote communication.
- You must have proven ability to drive amazing customer experiences through consistently positive feedback and timely responses meeting department SLAs.
- You should be skilled at navigating and resolving customer issues with composure and professionalism.
- You need strong written and verbal communication skills, technical proficiency in managing multiple platforms, and excellent organizational skills.
- You should be highly collaborative, have a positive attitude, and take ownership of tasks. You must also be flexible and willing to work evenings, weekends, and additional hours during peak periods.
Why BRUNT?
At BRUNT Workwear, people come first. We support the whole employee through financial wellness, health and wellbeing, professional development, and culture and community initiatives.
