CX Agent I

Milwaukee-Tool; Byhalia (MS); On-site; USD 32,000 - 42,000; Full time

Job summary

Milwaukee Tool is seeking a CX Agent I to deliver reliable, high-quality service and build knowledge to support customer needs. You will handle basic to moderate inquiries via phone and email, documenting interactions and meeting daily productivity targets.

Ideal candidates have a high school diploma or equivalent and 2+ years in customer service, with strong communication, listening, and organizational skills. Proficiency in Microsoft Office is preferred.

Qualifications

• Education equivalent to four years of high school.
• 2+ years of customer service or support experience.
• Proficiency with Microsoft Word, Excel, and PowerPoint.
• Strong communication, organization and time management abilities.

Responsibilities

• Handle basic to moderately complex customer inquiries via phone and email.
• Meet daily productivity and quality expectations with a customer-focused approach.
• Document interactions accurately and log calls per guidelines.
• Escalate complex issues per established procedures and collaborate with teams.
• Apply de-escalation techniques and seek guidance on high-risk interactions.

Skills

Analytical skills

Interpersonal skills

Organizational skills

Time management

Communication

Active listening

Professionalism

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

CX Agent IJob Description: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/ResponsibilitiesProfessionally 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 RequirementsEducation 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 communicationProficiency in Microsoft Office products , including Word, Excel, and PowerPoint.Milwaukee Tool is an equal opportunity employer.