$90000 - $125000 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
401(k) matching
Flexible schedule
Parental Leave
Tuition reimbursement
Flexible spending account
Retirement plan
Others
Description
Join our team and you can put to work the skills and talents you have acquired in your career and learn new skills. This role will allow you to tackle projects that continuously sharpen your technical skills, your talent for solving problems and your ambitions!
Cognizant is looking for a dynamic Customer Service Representative in Mesa, AZ for the overnight shift to assist our customers in having an elite experience in autonomous vehicles. Our agents are encouraged to display critical thinking, analytical skills, high attention to detail, excellent writing, communication, and interpersonal skills.
As part of the Rider Support team, you will play a key role in managing urgent and emergency situations. Our agents have 6 monitors in front of them and running 8 programs simultaneously. We are constantly watching and listening for unusual, sometime urgent or emergency, situations and following proper procedures for contacting emergency services or moving the situation to a de-escalated situation.
Responding to customer contacts across phone, email, and chat channels, providing advice, answering questions, resolving issues, always focusing on our customers, so they have a great experience with this new technology.
Would you like a role that presents new challenges every day? Are you a “roll-up your sleeves” and “get the job done” individual? We would love to have you to apply online today for immediate consideration!
Experience and talents
0 to 1 year of customer service experience – excellent opportunity to gain experience. Experience with a ride sharing service or emergency services is a plus but not required.
Excellent problem-solving and communication talents.
Ability to work calmly and efficiently under pressure.
Ability to coordinate and work with emergency response teams for emergency-based assistance.
Role & Responsibilities
Provide guidance and support to our passengers via phone, chat, and email.
Compose thoughtful, concise messages that align with voice across all channels.
Monitor rider interactions through visual and audio prompts in our internal tools (we use up to 6 monitors at a time while running as many as 8 programs).
Able to multi-task multiple issues while moving from one program to another.
Bring up issues that arise while troubleshooting to Team Leads
Monitor user interactions and prioritize inquiries through our internal CRM system.
Maintain up to date knowledge of self-driving technology.
Messaging by completing new trainings and knowledge checks in a timely manner.
Work in time-sensitive situations under pressure in a user-focused environment.
Meet internal metrics such as quality, performance SLAs and shift adherence.
Requirements:
High school graduate or equivalent, Bachelor’s degree preferred
1 year experience in a fast-paced call center
Comfortable working with modern customer support and productivity tools
Excellent interpersonal and communication skills
Ability to remain calm and control intensified emotions and fears
Quality focus, excellent documentation skills
What's in it for you?
At Cognizant, we offer a competitive compensation package including excellent benefits such as insurance (available from day 1 of employment), great work-life balance, 401k with matching component, employee stock purchase program, and many other benefits.
An inclusive environment embracing diversity: for the second time, Cognizant has been named to the Forbes list of Best Employers for Diversity based on survey responses from its employees!
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
Cognizant is a global community with more than 345,000 associates around the world.
We don’t just dream of a better way – we make it happen.
We take care of our people, clients, company, communities and climate by doing what’s right.
We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences so they stay ahead in a fast-changing world.
Our commitment to diversity and inclusion:
Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Communication
Leadership
Teamwork
Interpersonal
Learning/adaptability
Self-management
Organizational
Computer
Problem solving
Open mindedness
Strong work ethic
technology
Others
0 to 1 year of customer service experience – excellent opportunity to gain experience. Experience with a ride sharing service or emergency services is a plus but not required.
Excellent problem-solving and communication talents.
Construction
On going position
General Location, within a limited area