Contact Center Representative - Level II

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.
• Provide prompt assistance to customers through various media (Chat/Email/Phone).
• 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.

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• 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.

• 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.

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

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