CX Agent II

Job Description:

Customer success is critical to the long-term success of our organization. The CX Agent 2 role builds upon the foundational CX Agent 1 position and is responsible for independently managing more complex customer interactions, applying sound judgment, and driving effective resolution. CX Agent 2s deliver consistently high-quality service experiences while serving as a trusted resource for peers and cross-functional partners.

Roles/Responsibilities

Professionally handle

moderate to complex

customer inquiries via phone and email with minimal guidance.
Consistently meet or exceed daily productivity and quality targets while maintaining a strong customer focus
Demonstrate

strong working knowledge

of core customer service processes.
Use advanced listening and probing skills to

identify root cause and determine resolution paths and set appropriate customer expectations.
Independently

manage customer service activities, including accurate documentation, follow-through, and resolution ownership
Drive

one-call or expedited resolution

through effective cross-functional collaboration.
Apply

de-escalation techniques

to resolve elevated customer concerns.
Exercise judgment to

identify, document, and escalate

high-risk, controversial, or non-standard issues to leadership in accordance with guidelines.
Partner effectively across Service teams to ensure

timely and accurate resolution.
Act as a

knowledge resource and informal mentor

to CX Agent 1 peers by sharing best practices and providing guidance.
Demonstrate

accountability, professionalism, and ownership

of outcomes.
Education and Experience Requirements

Education equivalent to

four years of high school.
1-2 years of customer service

with demonstrated ability to manage increasingly complex interactions.
Solid understanding of service operations and workflows.
Strong analytical, interpersonal, organizational, and time management skills.
Demonstrated

effective communication, active listening, and problem-solving abilities.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office products, including Word, Excel, and PowerPoint

Milwaukee Tool is an equal opportunity employer.