- 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.
- 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.
- 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.
- No prior technical work experience required. Previous customer service experience is preferred.
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Service Support Advocate- Care - Nashville, United States - Cummins
Description
Service Support Advocate- Cummins Care (Hybrid)Description
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.
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 pay range is 39,200 - $58,800,
Qualifications
Job SERVICE
Primary Location United States-Tennessee-Nashville-US, TN, Nashville, CBS Customer Care
Job Type Experienced - Exempt / Office
Recruitment Job Type Office
Job Posting May 2, 2024, 2:51:52 PM
Unposting Date Aug 10, 2024, 10:59:00 PM
Organization Distribution Business
Role Category Hybrid - Potential for Partial Remote
Relocation Package Ineligible
Req ID: 240003RO
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