Contact Center Representative

DESCRIPTIONGPP Database Link https cummins365 sharepoint com sites CS38534 Job Summary This position provides routine support to customers including end-users distributors and or dealers seeking information through various mediums under limited supervisionKey Responsibilities Document customer inquiry information within appropriate Cummins systems Provide prompt assistance to customers through various media Multi-Skill Multi-channel support Chat Email Phone Resolves routine customer issues through a basic understanding of Cummins processes systems and practices Escalate non-routine issues providing documentation through process Understands new and existing Cummins processes systems and practices Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficientRESPONSIBILITIESCompetencies Action oriented - Taking on new opportunities and tough challenges with a sense of urgency high energy and enthusiasm Collaborates - Building partnerships and working collaboratively with others to meet shared objectives Communicates effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences Customer focus - Building strong customer relationships and delivering customer-centric solutions Manages conflict - Handling conflict situations effectively with a minimum of noise Nimble learning - Actively learning through experimentation when tackling new problems using both successes and failures as learning fodder Service Capability Capacity and Coverage - Applies the Service Capability Capacity and Coverage process to understand customer expectations business priorities and where products are operating to provide capable and consistent service through available parts information tools and qualified technicians according to published standards analyzes service capability metrics to identify prioritize and resolve channel development opportunities within the service network Service Documentation - Creates and verifies customer equipment and technical information captures specific data using required service tools follows procedures and documents required information in the service management system in order to have an accurate record of the work done Warranty Process - Analyzes customer issues to verify root cause of failure and associated progressive damage using Cummins published service information interprets the warranty administration manual to determine eligibility for coverage and claim requirements identifies items associated with repair that can be covered and communicates to stakeholders files a claim in the appropriate system using proper documentation and requirements to receive accurate settlement Values differences - Recognizing the value that different perspectives and cultures bring to an organization Education Licenses Certifications High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations This position may require licensing for compliance with export controls or sanctions regulations Experience Requires previous relevant work experience prior technical experience and or customer service experience is preferred QUALIFICATIONS Product Service Information Level 1 PSI Intermediate familiar to proficient understanding of Cummins products engines power generators components marine products high horsepower products Dodge applications etc Intermediate familiar to proficient understanding of diesel engine operation parts and warranty support to our end users and fleet users Understanding of Logistical concepts Understanding and ability to expand on knowledge of Engine Familiarization Interpret schematic blueprints wiring diagrams Shift timing Night shift 5 30 PM-2 30 AM Job ServiceOrganization Cummins Inc Role Category HybridJob Type OfficeReqID 2406371Relocation Package No