Contact Center Representative - Level II

practices.

• Contribute ideas to improve processes, enhance customer centricity, and increase efficiency.

RESPONSIBILITIES

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.

QUALIFICATIONS

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.

Job Service

Organization Cummins Inc.

Role Category Hybrid

Job Type Office

ReqID 2409663

Relocation Package No