CX Agent II

Job description

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 resolution paths and set appropriate customer expectations . Independently manage customer service activities, including a ccurate documentation , f ollow‑through , and r esolution 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 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.