Caterpillar, Inc

Senior Customer Service Representative

Caterpillar, Inc • $97K — $151K *
Nashville, TN 37211In-Person
Finance & Insurance
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience in customer service or a related field
  • Strong understanding of customer service techniques and best practices
  • Proficient in Salesforce CRM for case management and customer interaction tracking
  • Hands-on experience with Twilio and telephony workflows
  • Customer-focused mindset with a track record of empathy and active listening
  • Background in banking or financial services with knowledge of regulatory expectations
  • Proven ability to manage high-volume queues in call center operations

Responsibilities

  • Address and resolve customer inquiries and issues effectively.
  • Document all customer communications clearly and accurately.
  • Identify problems and determine suitable resolutions.
  • Analyze data to process results that improve services.
  • Execute standard customer service processes and maintain accounts.

Benefits

  • Medical, dental, and vision insurance
  • Paid time off including vacation and holidays
  • 401(k) retirement savings plan
  • Health Savings Account (HSA)
  • Flexible Spending Accounts (FSAs)
  • Employee Assistance Program
  • Tuition reimbursement opportunities
  • Career development programs
  • Parental/adoption leave
Full Job Description
Career Area:

Job Description:

Role Definition
  • Provides first line of support, coordination of services, problem resolution and/or recommendations on selected products and services.


Responsibilities
  • Addressing and resolving customer issues and inquiries. Ensuring all customer communication is clearly documented.
  • Identifying issues and determining appropriate course of action for effective resolution.
  • Processing results from analysis of data.
  • Execution of customer service standard processes. Maintaining customer accounts and relationships.


Skill Required:
  • Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
  • Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
  • Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
  • Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
  • Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
  • Listening: Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.
  • Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
  • Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.


Top Candidates Will Have:
  • Proven call-center operations expertise, including managing high-volume queues: Monitoring telephone line performance, and resolving real-time operational issues with calm, structured decision-making.
  • Self-starter mentality paired with a servant-leadership approach: Consistently stepping up to remove blockers, support colleagues, and drive continuous improvement without needing direction.
  • Hands-on experience with Twilio: Including call routing, IVR flows, troubleshooting, and optimizing telephony workflows to enhance customer experience.
  • Strong working knowledge of Salesforce CRM: Leveraging the platform to streamline case management, track customer interactions, and support data-driven decision-making.
  • Background in banking or financial services: Bringing an understanding of regulatory expectations, risk awareness, and the customer sensitivities unique to financial environments.
  • Customer-backed mindset: Demonstrating empathy, active listening, and a commitment to delivering frictionless, high-quality service across every interaction.


Compensation & Benefits:

Summary Pay Range:

$97,728.00 - $151,572.00

Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance, and experience. Please note that salary is only one component of total compensation at Caterpillar.

Benefits:

Subject to plan eligibility, terms, and guidelines. This is a summary of the benefits.
  • Medical, dental, and vision benefits*
  • Paid time off plan (Vacation, Holidays, Volunteer, etc.) *
  • 401(k) savings plans*
  • Health Savings Account (HSA)*
  • Flexible Spending Accounts (FSAs)*
  • Health Lifestyle Programs*
  • Employee Assistance Program*
  • Voluntary Benefits and Employee Discounts*
  • Career Development*
  • Incentive bonus*
  • Disability benefits
  • Life Insurance
  • Parental leave
  • Adoption benefits
  • Tuition Reimbursement

* These benefits also apply to part-time employees

Additional information:
  • This position requires the successful candidate to work full time, 5 days per week in the Nashville main office.


This Job Description is intended as a general guide to the job duties for this position and is intended for the purpose of establishing the specific salary grade. It is not designed to contain or be interpreted as an exhaustive summary of all responsibilities, duties, and effort required of employees assigned to this job. At the discretion of management, this description may be changed at any time to address the evolving needs of the organization. It is expressly not intended to be a comprehensive list of "essential job functions" as that term is defined by the Americans with Disabilities Act.

This position requires working onsite five days a week.

Visa Sponsorship is not available for this position.

Posting Dates:
June 25, 2026 - July 2, 2026

Any offer of employment is conditioned upon the successful completion of a drug screen.

About Caterpillar, Inc

Progress Rail Services Corporation, a Caterpillar company, is one of the largest integrated and diversified suppliers of railroad and transit system products and services worldwide. Since its acquisition by Caterpillar Inc. in 2006, Progress Rail has used the Caterpillar international footprint to gain quick and widespread notice and approval across the globe. Product technology, reliability and durability, along with legendary aftermarket parts and service support, have been their keys to success. Caterpillar is the world's leading manufacturer of construction and mining equipment, diesel and natural gas engines and industrial gas turbines. The technology and world reach of Caterpillar, combined with the service standard and historical reliability of Progress Rail, ensures their products and services make a growing impact on the world rail industry. With their acquisition of Electro-Motive Diesel (EMD), Progress Rail is the world's largest builder of diesel-electric locomotives for all commercial railroad applications including freight, intercity passenger, commuter, switching, industrial and mining. EMD is also a global provider of diesel power engines for marine propulsion, offshore and land based oil well drilling rigs and stationary power generation. Electro-Motive is the only diesel engine manufacturer of its size to have produced more than 70,000 engines. This success stems from product reliability, serviceability, load acceptance capability, low operating costs and ease of maintenance with standardized components.

Caterpillar, Inc. Careers

Join the robust team at Caterpillar, Inc., a global leader in construction and mining equipment, where innovation drives everything we do. As part of our team, you'll engage in work that improves the world and furthers your career with every project you touch.

Work You’ll Do

At Caterpillar, Inc., you will have the opportunity to contribute to a variety of groundbreaking projects that extend across the globe. Our commitment to leadership in the industry is unwavering, and we achieve it through a culture that fosters diversity and leadership development.

Explore Job Opportunities and Growth

Caterpillar offers a wide range of job opportunities and career paths, providing a platform for professional growth and development. Whether you're interested in engineering, sales, marketing, or management, Caterpillar has a position that will utilize your unique skills and talents. We are continuously hiring innovative minds to propel our mission forward and maintain our status as industry leaders.

Internship Programs

Kickstart your career with a Caterpillar internship. Our internships provide invaluable workplace experience and networking opportunities that often lead to full-time employment at our company. As an intern, you will work alongside experienced professionals and gain insights that will benefit you as you advance in your career.

Benefits and Culture

Choosing a career at Caterpillar means more than just having a job. It means you're part of a team that values diversity and is committed to creating an inclusive environment. We offer competitive benefits to ensure the health and well-being of our employees and their families. These benefits include health insurance, retirement plans, and paid time off, alongside unique perks like professional development and diversity training programs.

Innovation and Leadership

Drive innovation and industry leadership as part of the Caterpillar team. We empower our employees to lead from their first day on the job, encouraging continuous improvement and career advancement. At Caterpillar, your ideas will shape the future of our business and the industries we serve.

Join Our Team

Search open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players. Ready to start your journey at Caterpillar, Inc.? Explore our career portal for the latest job opportunities.

Stay Connected

Keep up to date with company news, career tips, and industry insights—all from the people who work here. Subscribe to our careers blog and personalize your subscription to receive updates that align with your career interests.

Prepare for Your Interview

Make a great first impression. Prepare for your interview at Caterpillar by reviewing common questions and practicing your responses. Tailor your resume to highlight the experiences and skills that make you the ideal candidate for the position you are applying for. At Caterpillar, Inc., every role offers the chance to make an impact. Come be a part of our team and drive the future of our global industries. Your career at Caterpillar is not just about what you'll accomplish, but how you'll grow and the innovation you'll lead. Join us and build a career that matters.
Learn more about Caterpillar, Inc
Size
107,700 employees
Market Cap
$125.3 billion
Industry
Manufacturing & Automotive
Net Income
$2.9 billion
Founded
1925
5 Year Trend
+5.8%
Revenue
$41.7 billion
NASDAQ
CAT
* Ladders Estimates

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