Contact Center Representative - Level I
Company: Cummins
Location: Irvine
Posted on: May 24, 2023
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Job Description:
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.
Based on experience $22-$24 an hour.
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 16, 2023, 11:57:01 AM
Unposting Date Ongoing
Organization Distribution Business
Role Category Remote - The location of this role is flexible to
certain locations
Req ID: 2300044A
Keywords: Cummins, Irvine , Contact Center Representative - Level I, Other , Irvine, California
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