Contact Center Representative - Level II

Description

GPP Database Link (https://cummins365.sharepoint.com/sites/CS38534/)

Job Summary

This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited 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) Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices Escalate non-routine issues, providing documentation through process Understands new and existing Cummins processes, systems and practices Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient

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.

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 - 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.

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.

Qualifications

Experience:

Requires previous relevant work experience; prior technical experience and/ or customer service experience is preferred.

Full capabilities of the following roles (expectations to work the same as advocates in these areas)

• L1 Diagnostic Support (engine and PG)
• L1 Warranty Support (phone and chat)
• L1 PSI Support (basic PSI and PG areas)
• L1 DPS Support
  
  

Answer Guidanz and whatever chats come into the GEN chat

• GEN chat seems to mostly be ecommerce chats
• Guidanz chats are what populate the L1 WTY chat
• Support RLS afterhours
• RLS (Repair logistics support) phone queue – Take inbound calls from RLS customers and do the following as requested:
• Create an RLS work order
• Provide lead times or service provider options in the given breakdown area. This may include making outbound calls to service providers if necessary to arrange for emergency service.
• Provide a thorough update within the RLS work order with clear instructions on what needs to happen next (for the RLS team to follow up on during day shift).
• RLS Marine phone queue Take inbound calls from RLS customers and do the following as requested:
• Create an RLS work order
• Provide lead times or service provider options in the given breakdown area. This may include making outbound calls to service providers if necessary to arrange for emergency service.
• Provide a thorough update within the RLS work order with clear instructions on what needs to happen next (for the RLS team to follow up on during day shift).
• RLS inbox
• Receive inbound alerts for PG national account support
• Receive inbound alerts from RLS customers with new work order creation requests
• Work through Siebel Warranty adjudicating Customer Support Plan claims
• Review claims and approve them for payment
  
  

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2406337

Relocation Package No