Remote Contact Center Representative

Job Description

Job Summary:

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

We are looking for a talented Remote Customer Support Representative to join our Distribution business.

Will make an impact in the following ways:
 

• Complete customer support activities for end-users, distributors, and dealers
• Perform issue resolution utilizing internal systems and support tools
• Maintain detailed records of customer inquiries and resolutions
• Adhere to Cummins Health, Safety & Environmental policies
• Ongoing development on new and existing Cummins processes, systems, and practices
• Maintain proficiency in multiple communication channels (chat, email, phone)

Responsibilities

In order to be successful in this role you will need the following:
 

• Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices
• Detailed understanding of customer support processes and documentation requirements
• Proficient experience with customer support and diagnostic tools/systems
• Ability to escalate non-routine issues with proper documentation
• Strong communication and customer focus skills

Qualifications

• Establish a professional relationship with customers to increase the loyalty of Cummins products.
• Understand contact center policies and procedures.
• Comfortable with a variety of softwares.

• Bilingual French/English (written and spoken) although not required, would be an asset
• Having previous experience in this industry and customer service is a must.
• Some knowledge of the different industries we work with (marine, automotive, industrial, power generation, etc.) as a whole is an asset

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 previous relevant work experience; prior technical experience and/ or customer service experience is preferred.

Compensation and Benefits 

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our Company Pension Plan, Medical/Dental/Life Insurance, Health Savings Account, and a full complement of personal and professional benefits. 

At Cummins, we are committed to the principles of diversity and employment equity under the Employment Equity Act, and we strive to ensure that our workforce reflects the diverse nature of Canadian society. 

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.

About Us

Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.