CX Agent I

About the role

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 while maintaining a 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.
• Process standard customer service activities, including call logging and case documentation, in accordance with guidelines.
• 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

• Education equivalent to four years of high school.
• 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.