CONTACT CENTER REPRESENTATIVE - LEVEL I

Description

• This entry-level position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, with a primary focus on online inquiries and under direct supervision.
• Document customer inquiry information within appropriate Cummins systems.
• Provide prompt assistance to customers though limited forms of media. Single Skill/Single channel support (Chat/Email/Phone)
• Resolves basic routine customer issues.
• Escalates non-routine issues, providing documentation though process.
• Learns new and existing Cummins processes, systems and practices.

Qualifications - External

Skills

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 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.
• 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.
• Manages conflict - Handling conflict situations effectively, with a minimum of noise.
• Customer focus - Building strong customer relationships and delivering customer-centric solutions.
• Nimble learning - Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

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

• No prior technical work experience required. Previous customer service experience is preferred.
• Must be available to receive customer calls, emails and/or chats to assist with parts lookup and place orders on behalf of the customer.
• Use various tools for parts lookup and order research, including QuickServe Online, GOMS and WebParts.
• Provide customers with updates on submitted orders, using various internal systems and programs.
• Assist other Cummins Care Parts Support team members as needed.
• Work internal reports as assigned by supervisor and/or manager.
• Work with local branches and Regional Distribution Center for parts sourcing, to fulfill Emergency and/or Warranty orders.

This position is available to be worked from anywhere in the Continental US during the hour of 8:30 am -5:00pm ( PST)

Compensation and Benefits

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our 401(k) Retirement Savings Plan, Cash Balance Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, Domestic Partners Coverage and a full complement of personal and professional benefits.

Cummins and E- verify

At Cummins, we are an equal opportunity and affirmative action employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law. Cummins validates right to work using E-Verify. Cummins will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization.

This position does not require any Department of Transportation (DOT) related pre-screenings.

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Job SERVICE

Primary Location United States-California-Irvine-US, CA, Irvine, Cummins Pacific

Job Type Experienced - Exempt / Office

Recruitment Job Type Office

Job Posting May 1, 2023, 10:00:00 PM

Unposting Date Ongoing

Organization Distribution Business

Role Category Remote - The location of this role is flexible to certain locations

Req ID: 2300044A