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145 Cummins Jobs
Contact Center Representative Level III
Cummins
posted 6hr ago
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Flexible timing
Key skills for the job
Job Description
Description
GPP Database Link (https://cummins365
sharepointcom/sites/CS38534/)
Job Summary
Provide expanded support to customers, including end-users, distributors, and/or dealers seeking information through various mediums, under minimum supervision
Key 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) Resolve non-routine customer issues through an understanding of Cummins processes, systems, and practices
Escalate complex issues providing documentation through process
Understands new and existing Cummins processes, systems, practices, and delivers training to new hires
Support improvement projects intended to improve customer experiences and organizational goals
Generates and maintains knowledge content, delivers training and is considered a Subject Matter Expert or Team Leader
Responsibilities 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
Directs work Providing direction, delegating, and removing obstacles to get work done
Manages complexity Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
Manages conflict Handling conflict situations effectively, with a minimum of noise
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
Service Information Process Organizes product technical information by utilizing available resources including established systems, processes, tools, teams, and suppliers to deliver service information to a target audience; identifies and resolves emerging issues by breaking down complex processes, tools, systems, or agencies in order to prevent delays in the delivery of desired outcomes
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 significant previous relevant work experience; prior technical experience and/ or customer service experience is preferred
Qualifications
Assesses customers needs, gathers pertinent information, and opens work orders; provides quotes, develops claims, prepares repair plans, schedules work, and provides status updated to customers on repair work in the shop;
Develops diagnostic plans, quotes and repair plans by determining the length of repair based on parts and Labor availability; reviews diagnostic plans, quotes and repair plans with the Service Supervisor prior to customer contact; works with the Service Supervisor to schedule shop job assignments
Ability to work in the 3rd shift (Night Shift)
Supporting Cummins Sales and Services North America business in executing end to end technical service events (Scheduling service visits coordinate with service team, work order processing, Invoicing, customer communication)
Strong written and communication skill comfortable in working with various IT systems
Problem solving skills
Excel and Power Bi skills would be preferred
Job Service
Organization Cummins Inc
Role Category Hybrid
Job Type Office
ReqID 2409021
Relocation Package No
Employment Type: Full Time, Permanent
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based on 3.1k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Cummins Benefits
Submitted by Company
Financial wellness Health and Wellness Continuing Education Paid Incentive Inclusion and Equity
Submitted by Employees
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