Customer Experience Rep I Location Brookfield, WI : : Position Overview: 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. Essential Duties and Responsibilities ? Acts as a dedicated and empowered customer success agent IC or End-User Channel. ? Responsible for meeting daily target of 85 calls per day. ? Acts as an advocate for the customer to personalize the overall customer experience by guaranteeing minimal effort of the customer. ? 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 key support business units to resolve inquiries as a one call resolution. Required Experience/Skills: ? Empowered to produce excellence by consistently looking for ways to improve one's self through growth and development opportunities. ? Leads with ownership and a desire to deliver solutions rather than placing blame. ? Acts with purpose and an innovative mindset to cultivate WOW experiences and create memories. ? Operates in the highest standards to build and nurture customers' health. ? Demonstrates strong empathy for customers and Passion for providing resolutions ? Deep understanding and display of company values to WIN customer interactions ? Strong analytical, interpersonal, organizational and time management skills. ? Demonstrates effective and active listening skills and patience. ? Demonstrates the ability to prioritize tasks and complete assigned tasks within the required timelines. ? Possesses excellent written and verbal communication skills. ? Pays close attention to details ? Demonstrated ability to resolve customer complaints in a one-call resolution. ? Demonstrates strong knowledge of Milwaukee Products and Services ? Advanced knowledge of AX, Microsoft Word, Excel, PowerPoint (Microsoft Office Products ? Requires education equivalent to four years of high school. College experience preferred.
