Customer Service Agent (Bilingual)

Techtronic Industries North America, Inc.

Byhalia, MS

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JOB DETAILS

SKILLS

Analysis Skills, Communication Skills, Customer Experience, Customer Support/Service, Documentation, English Language, Interpersonal Skills, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Product Family, Microsoft Word, Multilingual, Needs Assessment, Presentation/Verbal Skills, Problem Solving Skills, Procedure Development, Process Development, Secondary School, Spanish Language, Team Lead/Manager, Time Management

LOCATION

Byhalia, MS

POSTED

8 days ago

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._

Role/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 applyworking 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 routeinteractionsappropriately .

+ Partner with peers, Team Leads, and support teams to achieve timelyresolution.

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

+ Escalate complex, non‑warrantable, or high‑riskinteractions in accordance withestablished 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.

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

+ Bilingual proficiency in English and Spanish preferred.

_Milwaukee Tool is an equal opportunity employer._
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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Customer Service Agent (Bilingual)

Techtronic Industries North America, Inc.

Byhalia, MS

About the Company

Techtronic Industries North America, Inc.

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