CX Agent II

Customer success is critical to the longterm 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 highquality service experiences while serving as a trusted resource for peers and crossfunctional 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, followthrough, and resolution ownership

• Drive onecall or expedited resolution through effective crossfunctional collaboration.

• Apply deescalation techniques to resolve elevated customer concerns.

• Exercise judgment to identify, document, and escalate highrisk, controversial, or nonstandard 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 problemsolving abilities.

• Excellent written and verbal communication skills.

• Proficiency in Microsoft Office products, including Word, Excel, and PowerPoint