Brookfield, Wisconsin, United States · On-site
Job Description: Customer success is critical to the long‑term success of our organization. The CX Agent 2 role builds upon the foundational CX Agent 1 position and is responsible for independently managing more complex …
Skills: Customer Service, De-escalation, Problem Solving, Active Listening, Microsoft Word
Olive Branch, Mississippi, United States · On-site
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Brookfield, Wisconsin, United States · On-site
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Olive Branch, Mississippi, United States · On-site
Job Description: Supervisor 3rd Shift 11pm-7am M-F WE CREATE EMPOWERED LEADERS! At Milwaukee Tool we firmly believe that our People and our Culture are the secrets to our success -- so we give you unlimited access to eve…
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Brookfield, Wisconsin, United States · Remote OK
Job Description: Data Analyst II (Trade Compliance) WE CREATE EMPOWERED LEADERS! At Milwaukee Tool we firmly believe that our People and our Culture are the secrets to our success -- so we give you unlimited access to ev…
Skills: Data Analysis, Trade Compliance, Import and Export Regulations, Microsoft Excel, Power BI
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Independently manage complex customer inquiries via phone and email while driving effective resolutions. Serve as a knowledge resource and mentor for junior agents while collaborating across teams to resolve high-risk issues.
Requires a high school diploma and 1-2 years of customer service experience managing complex interactions. Must be proficient in Microsoft Office and possess strong communication and organizational skills.
Customer success is critical to the long‑term success of our organization. The CX Agent 2 role builds upon the foundational CX Agent 1 position and is responsible for independently managing more complex customer interactions, applying sound judgment, and driving effective resolution. CX Agent 2s deliver consistently high‑quality service experiences while serving as a trusted resource for peers and cross‑functional partners.
Roles/Responsibilities
Professionally handle moderate to complex customer inquiries via phone and email with minimal guidance.
Consistently meet or exceed daily productivity and quality targets while maintaining a strong customer focus
Demonstrate strong working knowledge of core customer service processes.
Use advanced listening and probing skills to identify root cause and determine resolution paths and set appropriate customer expectations.
Independently manage customer service activities, including accurate documentation, follow‑through, and resolution ownership
Drive one‑call or expedited resolution through effective cross‑functional collaboration.
Apply de‑escalation techniques to resolve elevated customer concerns.
Exercise judgment to identify, document, and escalate high‑risk, controversial, or non‑standard issues to leadership in accordance with guidelines.
Partner effectively 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 and providing guidance.
Demonstrate accountability, professionalism, and ownership of outcomes.
Education and Experience Requirements
Education equivalent to four years of high school.
1–2 years of customer service with demonstrated ability to manage increasingly complex interactions.
Solid understanding of service operations and workflows.
Strong analytical, interpersonal, organizational, and time management skills.
Demonstrated effective communication, active listening, and problem‑solving abilities.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office products, including Word, Excel, and PowerPoint
Milwaukee Tool is an equal opportunity employer.
For over 100 years, Milwaukee Tool has led the industry with innovative solutions that redefine performance, productivity, and safety for the professional trades. Fueled by an unwavering commitment to its users, Milwaukee Tool pioneers breakthrough technologies, products, and services that empower tradespeople to excel in their work and return home safely each day. Milwaukee is dedicated to delivering a steady stream of advanced, trade-specific solutions from its global research, design and development facilities located across southeast Wisconsin. We enable a fast-paced design environment where our employees experience the challenge and satisfaction of seeing a product evolve from concept to the shelves of our retail and distribution partners and into the hands of our professional users on the jobsite. At Milwaukee Tool, we recognize your career path is as individual as you are. Whether you are considering joining us early in your career or you have been in the workforce for years, our priority is to help you meet your professional goals. Being part of a fast paced and innovative culture, professional development….WE CREATE EMPOWERED LEADERS Community Guidelines > https://bit.ly/3sZqQMQ
Offices: 13135 W Lisbon Rd., Brookfield, WI 53005, US · 1003 Sycamore Ave, Greenwood, MS 38930, US · 4366 Milwaukee St, Jackson, MS 39209, US · 12385 Crossroads Dr, Olive Branch, Mississippi 38654, US · 433 W Van Buren St, Chicago, Illinois 60607, US
For over 100 years, Milwaukee Tool has led the industry with innovative solutions that redefine performance, productivity, and safety for the professional trades. Fueled by an unwavering commitment to its users, Milwaukee Tool pioneers breakthrough technologies, products, and services that empower tradespeople to excel in their work and return home safely each day. Milwaukee is dedicated to delivering a steady stream of advanced, trade-specific solutions from its global research, design and development facilities located across southeast Wisconsin. We enable a fast-paced design environment where our employees experience the challenge and satisfaction of seeing a product evolve from concept to the shelves of our retail and distribution partners and into the hands of our professional users on the jobsite. At Milwaukee Tool, we recognize your career path is as individual as you are. Whether you are considering joining us early in your career or you have been in the workforce for years, our priority is to help you meet your professional goals. Being part of a fast paced and innovative culture, professional development….WE CREATE EMPOWERED LEADERS Community Guidelines > https://bit.ly/3sZqQMQ
Offices: 13135 W Lisbon Rd., Brookfield, WI 53005, US · 1003 Sycamore Ave, Greenwood, MS 38930, US · 4366 Milwaukee St, Jackson, MS 39209, US · 12385 Crossroads Dr, Olive Branch, Mississippi 38654, US · 433 W Van Buren St, Chicago, Illinois 60607, US
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