CX Agent I Byhalia, MS

Techtronic Industries; Mississippi; On-site; USD 32,000 - 42,000; Full time

Job summary

Milwaukee Tool is seeking a CX Agent 1 to professionally handle basic to moderately complex customer inquiries via phone and email, delivering reliable, high-quality service while following established processes.

You will apply effective listening and questioning to document interactions, log calls, and work with teams to achieve timely resolutions, maintaining a customer-focused mindset and ongoing professional growth.

Qualifications

• Two or more years of customer service or support experience.
• Basic understanding of service operations and workflows.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint).

Responsibilities

• Handle basic to moderately complex customer inquiries by phone and email.
• Meet daily productivity and quality expectations with a customer-focused mindset.
• Develop working knowledge of core customer service processes.
• Document interactions accurately using effective listening and questioning.
• Log calls and document cases per guidelines.
• Resolve issues or route interactions per established procedures.
• Collaborate with peers and teams to enable timely resolution.
• Apply basic de-escalation techniques and seek guidance when needed.
• Escalate complex or high-risk interactions per guidelines.
• Demonstrate reliability and a continuous learning mindset.

Skills

Active listening

Questioning skills

Documentation

De-escalation

Customer service

Time management

Written communication

Verbal communication

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job 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/Responsibilities

• Professionally handlebasic to moderately complex customer inquiriesvia phone and email.
• Meet assigneddaily productivity and quality expectationswhilemaintaininga customer‑focused mindset.
• Build and applyworking knowledgeof core customer service processes.
• Useeffective listening and questioning skillsto understand customer needs and accurately document interactions.
• Processstandard customer service activities, includingcall logging and case documentation,in accordance withguidelines.
• Follow established procedures toresolve issues or routeinteractionsappropriately.
• Partner with peers, Team Leads, and support teams to achievetimelyresolution.
• Applybasic de‑escalation techniquesand seek guidance when handling elevated customer concerns.
• Escalatecomplex, non‑warrantable, or high‑riskinteractionsin accordance withestablished guidelines.
• Demonstratereliability, professionalism, and a continuous learning mindset.

Education and Experience Requirements

• Educationequivalenttofour years of high school.
• 2+ years of customer service or support experience.
• Basic understanding ofservice operations and workflows.
• Effectiveanalytical, interpersonal, organizational, and time management skills.
• Demonstratedeffective communication, active listening, and professionalism.
• Demonstrated strength in both written and verbal communication
• ProficiencyinMicrosoft Office products, including Word, Excel, and PowerPoint.

Milwaukee Tool is an equal opportunity employer.