CX Agent II

Responsibilities

• Professionally handle moderate to complex customer inquiries via phone and email with minimal guidance
• Meet or exceed daily productivity and quality targets while maintaining a strong customer focus
• Use advanced listening and probing skills to identify root causes and determine resolution paths
• Independently manage customer service activities, including accurate documentation and resolution ownership
• Apply de-escalation techniques to resolve elevated customer concerns
• Partner 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

Requirements

• High school diploma or equivalent
• 1–2 years of customer service experience with the ability to manage complex interactions
• Proficiency in Microsoft Office products, including Word, Excel, and PowerPoint
• Strong analytical, interpersonal, organizational, and time management skills
• Excellent written and verbal communication skills
• Demonstrated problem-solving and active listening abilities

About the Company

Milwaukee Tool, founded in 1924, is a global leader in delivering innovative solutions to the professional construction trades that increase productivity and safety. Known for world-leading cordless systems and modular storage products, the company is dedicated to delivering a steady stream of advanced, trade-specific solutions.