CX Agent

Position: CX Agent I
Location: Byhalia

CX Agent I

*
* Job Description:

*
* _Customer success is critical to the long‑term success of our organization. The CX Agent 1 role serves as a foundational position within Customer Experience, responsible for delivering reliable, high‑quality service while building the knowledge and skills needed to support customer needs. CX Agent 1s focus on accurately resolving basic to moderately complex inquiries, following established processes, and contributing to positive customer experiences through professionalism and consistency._

Roles/Responsibilities

+ Professionally handle
** basic to moderately complex customer inquiries
** via phone and email.

+ Meet assigned
** daily productivity and quality expectations
** whilemaintaininga customer‑focused mindset.

+  
** Build and apply*
* ** working knowledge
** of core customer service processes.

+ Use
** effective listening and questioning skills
** to understand customer needs and accurately document interactions.

+ Processstandard customer service activities, including
** call logging and case documentation** ,in accordance withguidelines.

+ Follow established procedures to
** resolve issues or route*
* ** interactions*
* ** appropriately** .

+ Partner with peers, Team Leads, and support teams to achieve
** timely*
* ** resolution** .

+ Apply
** basic de‑escalation techniques
** and seek guidance when handling elevated customer concerns.

+ Escalate
** complex, non‑warrantable, or high‑risk*
* ** interactions
* * in accordance with established guidelines.

+ Demonstrate
** reliability, professionalism, and a continuous learning mindset** .

Education and Experience Requirements

+ Educationequivalentto
** four years of high school** .

+  
** 0-2 years of customer service or support experience** .

+ Basic understanding of
** service operations and workflows** .

+ Effective
** analytical, interpersonal, organizational, and time management skills** .

+ Demonstrated
** effective communication, active listening, and professionalism** .

+ Demonstrated strength in both written and verbal communication

+ Proficiency in
** Microsoft Office products** , including Word, Excel, and PowerPoint.

_Milwaukee Tool is an equal opportunity employer._

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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