Contact Center Representative

**DESCRIPTION**

This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision. The role involves assessing customer needs, gathering pertinent information, and managing work orders, quotes, claims, and repair plans.

Key Responsibilities:

- Assess customer needs, gather information, and open work orders.
- Provide quotes, develop claims, prepare repair plans, and schedule work.
- Update customers on repair work status.
- Develop diagnostic plans, quotes, and repair plans based on parts and labor availability.
- Review diagnostic plans, quotes, and repair plans with the Service Supervisor.
- Schedule shop job assignments with the Service Supervisor.
- Support Cummins Sales and Services North America business in executing end-to-end technical service events (scheduling service visits, coordinating with the service team, work order processing, invoicing, customer communication).
- Document customer inquiry information within appropriate Cummins systems.
- Resolve routine customer issues through a basic understanding of Cummins processes, systems, and practices.
- Escalate non-routine issues, providing documentation through the process.
- Contribute ideas and suggestions on how existing processes can be made more customer-centric or efficient.

**RESPONSIBILITIES**

**Qualifications**:

- High school diploma or certificate of completion of secondary education or equivalent experience.
- This position may require licensing for compliance with export controls or sanctions regulations.

**Competencies**:

- **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** : Understanding customer expectations, business priorities, and providing capable and consistent service through available parts, information, tools, and qualified technicians.
- **Service Documentation** : Creating and verifying customer, equipment, and technical information; capturing specific data using required service tools; following procedures and documenting required information in the service management system.
- **Warranty Process** : Analyzing customer issues to verify root cause of failure and associated progressive damage; interpreting the warranty administration manual to determine eligibility for coverage and claim requirements; filing claims in the appropriate system using proper documentation.

**QUALIFICATIONS**

**Skills**:

- Strong written and communication skills.
- Comfortable working with various IT systems.
- Problem-solving skills.
- Excel and Power BI skills preferred.

**Experience**:

- Requires previous relevant work experience.
- Prior technical experience and/or customer service experience is preferred.
- Ability to work in the 3rd shift (Night Shift).

**Job** Service

**Organization** Cummins Inc.

**Role Category** Hybrid

**Job Type** Office

**ReqID** 2408619

**Relocation Package** No