Contact Center Representative - Level II

Job Summary:

This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums under limited supervision. The Contact Center Representative will resolve customer issues, ensure customer satisfaction, and contribute to process improvements while supporting multiple channels such as chat, email, and phone.

Key Responsibilities:

• Document customer inquiries and interactions in appropriate Cummins systems.
• Provide prompt assistance to customers through multi-channel support (Chat/Email/Phone).
• Resolve routine customer issues using a basic understanding of Cummins processes, systems, and practices.
• Escalate non-routine issues and provide thorough documentation to facilitate resolution.
• Stay updated on new and existing Cummins processes, systems, and practices.
• Contribute ideas to improve processes, enhance customer centricity, and increase efficiency.

Skills and Knowledge:

• Product & Service Information (PSI):
  • Intermediate understanding of Cummins products, including engines, power generators, components, marine, and high-horsepower products.
  • Familiarity with diesel engine operation, parts, and warranty support.
• Technical Expertise:
  • Ability to interpret schematics, blueprints, and wiring diagrams.
  • Proficiency in handling and analyzing data.
• Customer Support:
  • Assistance with technical questions and diagnostics for certified Cummins repair locations.
  • Knowledge of logistical concepts and engine familiarization.

Competencies:

• Action Oriented : Tackling new opportunities and challenges with urgency and enthusiasm.
• Collaborates : Building partnerships and working collaboratively to achieve shared goals.
• Communicates Effectively : Delivering clear and concise messages tailored to diverse audiences.
• Customer Focus : Developing strong customer relationships and delivering customer-centric solutions.
• Manages Conflict : Resolving conflict situations effectively and diplomatically.
• Nimble Learning : Embracing learning opportunities through experimentation and adaptation.
• Service Capability, Capacity, and Coverage : Ensuring customer expectations are met through qualified service and tools.
• Service Documentation : Maintaining accurate records of customer, equipment, and technical data.
• Warranty Process : Assessing customer issues to determine warranty coverage and ensuring accurate claims processing.
• Values Differences : Recognizing and leveraging diverse perspectives to enhance organizational effectiveness.

Education, Licenses, Certifications:

• High school diploma or equivalent secondary education certification.
• Compliance with export controls or sanctions regulations may require specific licensing.

Experience:

• Relevant prior work experience in technical support and/or customer service is preferred.
• Experience dealing with U. S. stakeholders or customers is advantageous.