Customer Service Agent

Customer success is extremely vital to the long-term success of our organization. We will achieve such success by ensuring our customers are receiving massive value from our service. As such, we will rely on the partnership of premier, customer success agents who will own driving success for our customers. The representative will act with a great sense of urgency and will intentionally and consistently deliver elite experiences to our valued partners.

Duties and Responsibilities

• Acts as a dedicated and empowered customer success agent IC or End-User Channel.
• Responsible for meeting 100% daily target goals.
• Through using listening skills to determine the root cause of a customer's question/problem.
• Independently analyzes concerns from customers and provides adequate and timely solutions.
• Troubleshoots and utilizes self-help tools to assist with technical issues.
• Strong knowledge of Milwaukee products and services.
• Exhibits agility by working cross-functionally with crucial support business units to resolve inquiries as a one-call resolution.
• Escalate unresolved issues to higher-level team members like your Team Lead and/or Supervisor for clarification or resolution.
• Maintain accurate records of service interactions.

Education and Experience Requirements

• Requires education equivalent to four years of high school.
• 0-2 years of Customer Service or Support.
• Basic understanding of service operations and workflows.
• Strong analytical, interpersonal, organizational, and time management skills.
• Demonstrates effective and active listening skills, patience, and professionalism.
• Ability to prioritize and complete tasks within the required timelines.
• Proficiency in Microsoft Office products, including Word, Excel, and PowerPoint (Microsoft Office Products).
• Excellent written and verbal communication skills.
• Fluency in English with strong communication skills, written and oral.