Customer Service Agent (Bilingual)

About this role

CX Agent I 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.  

This role is fully onsite in Byhalia Mississippi.

Role/Responsibilities:

• Professionally 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 Requirements:

• Education   equivalent   to   four years of high school . • 0–2 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 communication. • Proficiency   in   Microsoft Office products , including Word, Excel, and PowerPoint. • Bilingual proficiency in English and Spanish preferred.

Milwaukee Tool is an equal opportunity employer.

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