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 on 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 that a customer contacts 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. Role + Responsibilities: Get to know the BrüMate brand and product suite, so you can quickly become a subject matter expert for our customersRespond to and manage a large amount of incoming messages through email, live chat, SMS, and social media within SLAsIdentify customer needs and resolve issues promptly to ensure satisfactionBuild strong customer loyalty through empathy, positivity, trust, and strong relationship-building skillsAnalyze customer behaviors and purchasing patterns and flag anything that seems amissShare customer and product feedback with other CX team members, management, and product developmentWork collaboratively with other departments to achieve high customer experiences and satisfactionIdentify large-scale issues and report to the Associate Director of CXExperience + Qualifications:At least 2 years of previous work experience in fast-paced retail and online e-commerce environmentsAt least 2 years of customer service or similar work experienceTeam player who thrives in a fast-paced environment and can adapt to changing prioritiesStrong written communication, empathy, problem-solving skills, and customer service skills requiredA positive, outgoing personality and attitudeExperience working with customer relation management (CRM) systems and practices (Gladly, Shopify, etc)Basic fluency in Google WorkplaceAbility to be self-motivated, multitask, prioritize tasks, and manage time effectivelyAbility to have your hands in several different projects and maintain strong attention to detail and timelinesBenefits: Compensation: $58,000 - $60,000Medical, Dental, and Vision Coverage Hybrid schedule (3 days at the office per week, half-day Fridays)Opportunities for professional growth and developmentEmployee discounts and perksPositive and collaborative work environment  Dog-friendly officeThe role is required to be based in Denver, Colorado.For any inquiries regarding legitimate open positions, please refer directly to our official job postings via LinkedIn or email our Human Resources Director at natessa@brumate.com.BrüMate is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.