CX Agent II

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 knowledgeof core customer service processes. 

• Use advanced listening and probing skills to identify root cause and determine resolutionpaths and set appropriate customer expectations. 

• Independently manage customer service activities, includingaccurate 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 ensuretimely 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