CX Agent II

About the role

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.

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, 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 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.

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.

Skills

• 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.