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Service Support Representative

Job Description:

Customer Experience (CX) Service Support Representative
Location: Greenwood, IN

Hours: 8:00a-430p

Position Summary:
 The Customer Experience (CX) Service Support Representative plays a key role in delivering exceptional support related to repair services. This individual is responsible for managing customer inquiries, coordinating repair-related processes, and ensuring efficient, accurate, and timely solutions that meet customer needs. This position requires a customer service mindset, strong communication skills, and the ability to work cross functionally with internal teams.

Key Responsibilities:

  • Respond professionally and promptly to customer inquiries via phone and email.
  • Provide accurate information regarding products, services, repair procedures, and pricing.
  • Utilize active listening skills to identify root causes of customer concerns and provide effective solutions.
  • Manage all repair related activities including, but not limited to, will calls, scrap notices, service quotes, warranty denials, and pricing.
  • Achieve and maintain daily performance targets in line with departmental KPIs.
  • Collaborate cross functionally with internal teams to resolve customer issues efficiently, aiming for first contact resolution.
  • Apply de-escalation techniques and maintain professionalism in challenging customer service situations.
  • Escalate complex or sensitive issues to the Team Lead, Supervisor, or Manager as appropriate.
  • Maintain accurate documentation of customer interactions in internal systems.
  • Continuously build product and process knowledge to support evolving customer needs.

Qualifications:

  • High school diploma or equivalent required; additional education or certification in customer service or business administration is a plus.
  • 1–2 years of experience in a customer support or service operations role preferred.
  • Exceptional verbal and written communication skills.
  • Strong interpersonal skills with the ability to work effectively in both independent and team-oriented environments.
  • Proven ability to prioritize tasks, manage time effectively, and handle multiple competing demands.
  • High attention to detail with strong organizational and analytical skills.
  • Demonstrated ability to resolve customer complaints efficiently and professionally.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint); experience with Oracle, OnePoint, Korber, Connect+, GenesysCloud preferred.
  • Familiarity with internal service standards, warranty processes, and repair workflows.

Milwaukee Tool is an equal opportunity employer.

Average salary estimate

$40000 / YEARLY (est.)
min
max
$35000K
$45000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

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EMPLOYMENT TYPE
Full-time, onsite
DATE POSTED
August 3, 2025
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