Contact Center Representative - Level II

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

Competencies:

Experience:

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