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 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
** identify*
* ** root cause and*
* ** determine*
* ** resolution*
* ** paths and*
* ** set*
* ** appropriate customer*
* ** expectations**  **.*
* +  
** Independently
* * manage customer service activities, includingaccuratedocumentation, 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

+ Educationequivalentto
** four years of high school.*
* +  
** 1-2 years of customer service
** with demonstratedability 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 Power Point

_Milwaukee Tool is an equal opportunity employer._

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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