Call Center Customer Service Agent (On-Site)

About the role

Cognizant is seeking a team of Call Center Agents for a new project in Mesa, AZ. Front-line Call Center Agents handle various client and customer inquiries, manage complaints, and provide support through multiple channels.

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
• Absorb and respond to vehicle alerts, submit work orders as necessary
• Compose thoughtful, concise messages that align with the client's voice across all channels
• Maintain up-to-date knowledge of the client's self-driving technology, our service, and messaging by completing new trainings and knowledge checks in a timely manner
• Create/categorize cases, prioritize, close, and follow up on aging or open tickets
• Escalate to Team Lead if all troubleshooting areas have been exhausted
• Monitor user interactions and prioritize inquiries through our internal CRM system
• Meet internal metrics such as quality, performance SLAs, and shift adherence

Requirements

• At least a High School Diploma or equivalent
• Excellent problem-solving skills and logical reasoning
• Ambitious, energetic, and proactive mindset
• 3-4 years of customer service experience, preferably in a ride-sharing service or car company
• Excellent spoken and written communication skills (Versant >=65 or CEFR C1)
• Excellent customer service skills (thorough with call, chat, and email correspondence)
• Basic technical troubleshooting knowledge
• Professional, diplomatic, and empathetic persona
• Flexible to working in shifts and adaptable to a 24x7 work atmosphere

Qualifications

• At least a High School Diploma or equivalent
• Excellent problem-solving skills and logical reasoning
• Ambitious, energetic, and proactive mindset
• 3-4 years of customer service experience, preferably in a ride-sharing service or car company
• Excellent spoken and written communication skills (Versant >=65 or CEFR C1)
• Excellent customer service skills (thorough with call, chat, and email correspondence)
• Basic technical troubleshooting knowledge
• Professional, diplomatic, and empathetic persona
• Flexible to working in shifts and adaptable to a 24x7 work atmosphere

Skills

• Experience with Tier 1 clients
• Collaboration with Team Leads for escalations, service outages, and change control
• Knowledge/exposure on ticketing tools (Service Now, Remedy, Spiceworks, Hubspot, etc.)
• Knowledge on operations/service delivery and ability to manage critical situations with minimal supervision

Benefits

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

Pay

The hourly rate for this position is $23.50 per hour. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Schedule

This role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.