Care Service Support Advocate - Nashville, United States - Cummins Inc.

Description

Care Service Support Advocate

Description

• This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision.
• 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.

Skills

• 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

• Requires significant previous relevant work experience; prior technical experience and/ or customer service experience is preferred. Additional Responsibilities Unique to this Position
• Intermediate (familiar to proficient) understanding of Cummins products (engines, power generators, components, marine products, high horsepower products, Dodge applications, etc.)\
• Intermediate (familiar to proficient) understanding of diesel engine operation, parts, and warranty support to our end users and fleet users\
• Understanding of Logistical concepts\
• Understanding and ability to expand on knowledge of Engine Familiarization\
• Interpret schematic/blueprints/wiring diagramsAdditional Information from the manager:\
• Customer services skills with these position sis key Prior technical experience or education in the field would be ideal as this position is fairly technical. This position requires a lot of documentation so someone who can type quickly with minimal errors would be the most successful in this role. Someone also who can "talk the talk "with the technicians and service professionals would be a great asset.

This position is available to be worked from anywhere in the Continental US during the hour of 6am-7:00pm-CST.

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 $ $39.11.

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 Mar 29, 2024, 11:26:28 AM

Unposting Date Jul 7, 2024, 11:59:00 PM

Organization Distribution Business

Role Category Hybrid - Potential for Partial Remote

Relocation Package Ineligible

Req ID: 240002QO