CX Agent II

Customer success is critical to the longterm success of our organization. The CX Agent 2 role builds upon the foundational CX Agent 1 position andis responsible forindependently managing more complex customer interactions, applying sound judgment, and driving effective resolution. CX Agent 2s deliver consistently highquality service experiences while serving as a trusted resource for peers and crossfunctional partners.
Roles/Responsibilities
Professionally handle moderate to complex customer inquiries via phone and emailwith minimal guidance.

Consistently meet or exceed daily productivity and quality targets whilemaintaininga strong customer focus

Demonstrate strong working knowledge of core customer service processes.

Use advanced listening and probing skills to identifyroot cause anddetermineresolutionpaths andsetappropriate customerexpectations.

Independently manage customer service activities, includingaccuratedocumentation, followthrough, and resolution ownership

Drive onecall orexpeditedresolution through effective crossfunctional collaboration.

Apply deescalation techniques to resolve elevated customer concerns.

Exercise judgment to identify, document, and escalate highrisk, controversial, or nonstandard issues to leadershipin accordance withguidelines.

Partner effectively across Service teams to ensure timelyandaccurateresolution.

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
Educationequivalentto four years of high school.

1-2 years of customer service withdemonstratedability 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 problemsolving abilities.

Excellent written and verbal communication skills.

Proficiencyin Microsoft Office products, including Word, Excel, and PowerPoint

Milwaukee Tool is an equal opportunity employer.

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