Call Center Customer Service Agent

About the role

We are hiring Call Center Agents for a new project in Mesa, AZ. This fully onsite role involves handling calls, chats, and emails for our clients and their customers, addressing inquiries, managing complaints, troubleshooting issues, and providing general information through positive and quality interactions.

Responsibilities

• Address issues or tasks assigned through ticketing systems, chat, email, or phone channels.
• Provide guidance and support to drivers via phone for break and maintenance requests.
• Monitor vehicle alerts (e.g., service alerts for oil changes, gas) and take action by submitting work orders.
• Compose thoughtful, concise messages that align with the client's voice across all channels.
• Monitor rider interactions through visual and audio prompts in internal tools.
• Escalate to Team Lead with complete troubleshooting descriptions in case notes when necessary.
• Perform functional testing for software and hardware updates as required.
• Maintain up-to-date knowledge of the client's self-driving technology, services, and messaging through training and knowledge checks.
• Create, categorize, and close cases with correct client codes and prioritization; follow up on aging or open tickets.
• Monitor user interactions and prioritize inquiries through our internal CRM system.
• Meet internal metrics such as quality, performance SLAs, and shift adherence.

Requirements

• High School Diploma or equivalent (required).
• 3-4 years of customer service experience (experience with a ride-sharing service or car company preferred).
• Excellent problem-solving skills and the ability to logically troubleshoot issues.
• Ambitious, energetic, and committed to delivering first-time resolution.
• Excellent spoken and written communication skills (Versant >=65 or CEFR C1).
• Strong customer service skills, proficient in call, chat, and email correspondence.
• Basic technical troubleshooting knowledge and technological awareness.
• Ability to take personal ownership of customer needs with a spontaneous and creative approach.
• Professional, diplomatic, and empathetic persona evident in all interactions.
• Flexibility to work in shifts and familiarity with a 24x7 work environment.

Preferred Qualifications

• Experience working with Tier 1 clients.
• Ability to collaborate with Team Leads on escalations, service outages, and change control.
• Knowledge of ticketing tools such as Service Now, Remedy, Spiceworks, or Hubspot.
• Experience in operations/service delivery and managing critical situations with minimal supervision.

Pay

The hourly rate for this position is $23.50 per hour. This role is also eligible for Cognizant’s discretionary annual incentive program, based on performance.

Benefits

• Medical, Dental, Vision, and Life Insurance.
• Paid holidays plus Paid Time Off.
• 401(k) plan and contributions.
• Long-term and Short-term Disability coverage.
• Paid Parental Leave.
• Employee Stock Purchase Plan.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or in the future.