[Hiring] Infant Care Team Contact Center Representative @Cummins

Role Description

We are looking for a talented Contact Center Representative to join our Infant Care Team. In this role you will make an impact in the following ways:

• Create, update, and close service requests in the OneC RLS system
• Communicate between Infant Care/Engineering groups and the repair locations where the units are being repaired
• Ensure proper Cummins processes are followed during repair events
• Assist in sourcing orders for parts/tools/etc
• Assist in any related need that may arise for the repair event or customer support
• Identify quality, service, or any other issues and communicate them for potential resolution

Qualifications

• Must be able to communicate appropriately with different stakeholders about repair event details, often including technical information.
• Assist in removing delays in repair events and improve efficiency in the repair process, resulting in quality repairs and decreased downtime.
• Partner with our Infant Care Team and service locations to handle repairs, assist in identifying/resolving channel readiness concerns, and drive quality in all processes.
• High school diploma or certificate of completion of secondary education or equivalent experience to the extent such experience meets applicable regulations.

Requirements

• Contacting certified repair locations via phone, chat, email, or any other means necessary.
• Gathering necessary repair event details and documenting in the appropriate system.
• Participating in required meetings, communicating cross-functionally, and maintaining involvement in ongoing repairs and events while any support may be deemed necessary.
• Handling potentially stressful situations with professionalism while driving quality interactions that reduce downtime and increase product and communication quality.
• Assist with locating/sourcing necessary parts, tools, and any other items necessary to keep repair events moving smoothly.
• Other duties will vary as needs arise as related to supporting the products within RLS Infant Care Scope.

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.