Customer Experience Agent

We are seeking a dynamic and customer-focused agent to join our team. This position requires a passion for delivering outstanding service, strong problem-solving skills, and the ability to collaborate effectively with cross-functional teams.

At BrüMate, we believe in customer excellence. We are a customer-centric company that makes decisions based upon our customers’ needs.

Our top-of-the-line Customer Experience team balances technology, communication, and human empathy to build customer trust and loyalty. We are a fast-paced, hard-working team whose goal is to ensure a seamless experience from click to door. In the event a customer should contact our support team via email, chat, social media, or other platforms, we empower every member of our CX team to resolve the issue.

We are passionate about our customers and work hard to surprise and delight them with every interaction because here at BrüMate, we genuinely care about our customers.

• Get to know the BrüMate brand and product suite, so you can quickly become a subject matter expert for our customers
• Respond to and manage a large amount of incoming messages through email, live chat, SMS and social media within SLAs
• Identify customer needs and resolve issues promptly to ensure satisfaction
• Build strong customer loyalty through empathy, positivity, trust, and strong relationship-building skills
• Analyze customer behaviors and purchasing patterns and flagging anything that seems amiss
• Share customer and product feedback with other CX team members, management, and product development
• Work collaboratively with other departments to achieve high customer experiences and satisfaction
• Identify large scale issues and report to the Associate Director of CX

• At least 2 years of previous work experience in fast paced retail and online e-commerce environments
• At least 2 years of customer service or similar work experience
• Team player that thrives in a fast-paced environment and can adapt to changing priorities
• Strong written communication, empathy, problem-solving skills, and customer service skills required
• A positive, outgoing personality and attitude
• Experience working with customer relation management (CRM) systems and practices (Gladly, Shopify, etc)
• Basic fluency in Google Workplace
• Ability to be self-motivated, multitask, prioritize tasks, and manage time effectively
• Ability to have your hands in several different projects and maintain strong attention

• 14 paid days off (prorated from hire date)
• 3 days in office, 2 days remote a week
• All Federal Holidays off
• Comprehensive paid medical, dental, and vision benefits for employees and dependents
• Flexible Spending Accounts (FSAs), and Dependent Care Accounts (DFCA)
• 401(k) 50% match up to 7%
• 12 weeks paid maternity leave; 6 weeks paid paternity leave
• Employee perks and discount program
• Employee bonus referral program

Exact compensation may vary based on skills, experience, and location.

Base salary: $58,000