6 Andis Jobs Hiring in Racine, WI

Customer success is critical to the longterm success of our organization. The CX Agent 2 role builds upon the foundational CX Agent 1 position andis responsible forindependently 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 handlemoderate to complexcustomer inquiries via phone and emailwith minimal guidance.

• Consistently meet or exceed daily productivity and quality targets whilemaintaininga strong customer focus

• Demonstratestrong working knowledgeof core customer service processes.

• Use advanced listening and probing skills toidentifyroot cause anddetermineresolutionpaths andsetappropriate customerexpectations.

• Independentlymanage customer service activities, includingaccuratedocumentation, followthrough, and resolution ownership

• Driveonecall orexpeditedresolutionthrough effective crossfunctional collaboration.

• Applydeescalation techniquesto resolve elevated customer concerns.

• Exercise judgment toidentify, document, and escalatehighrisk, controversial, or nonstandard issues to leadershipin accordance withguidelines.

• Partner effectively across Service teams to ensuretimelyandaccurateresolution.

• Act as aknowledge resource and informal mentorto CX Agent 1 peers by sharing best practices and providing guidance.

• Demonstrateaccountability, professionalism, and ownershipof outcomes.

Education and Experience Requirements

• Educationequivalenttofour years of high school.

• 1-2 years of customer servicewithdemonstratedability to manage increasingly complex interactions.

• Solid understanding of service operations and workflows.

• Strong analytical, interpersonal, organizational, and time management skills.

• Demonstratedeffective communication, active listening, and problemsolving abilities.

• Excellent written and verbal communication skills.

• Proficiencyin Microsoft Office products, including Word, Excel, and PowerPoint