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