• Service Support Representative

    Techtronic Industries North America, Inc. (Greenwood, IN)


    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._

    Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

    We endeavor to make this site accessible to any and all users. If you need to contact us regarding technical accessibility of our website call 443-391-1542. This number is only for technical accessibility issues, not general employment or job posting inquiries.