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 resolutionpaths andset appropriate customer expectations.
+ Independently manage customer service activities, includingaccurate documentation, follow‑through, and resolution ownership
+ Drive one‑call orexpeditedresolution 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 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
+ 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._