Job Description

CX Agent I

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 inquiriesvia phone and email.

• Meet assigned daily productivity and quality expectationswhilemaintaininga customer‑focused mindset.

• Build and applyworking knowledgeof core customer service processes.

• Use effective listening and questioning skillsto 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 techniquesand seek guidance when handling elevated customer concerns.

• Escalate complex, non‑warrantable, or high‑riskinteractionsin 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

• Effectiveanalytical, 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.

Milwaukee Tool is an equal opportunity employer.