Customer Service Representative - Rider Services

Description

Join our team and you'll tackle projects that continuously sharpen your technical skills, your talent for solving problems and your ambitions!

Cognizant, a Fortune 200 corporation, is looking for a dynamic Customer Service Representative in Mesa, AZ to assist our customers in having a world-class experience in our autonomous vehicles. They are encouraged to display critical thinking, analytical skills, high attention to detail, excellent writing, communication, and interpersonal skills.

Part of the Rider Support team at the front lines of managing customer expectations, calming nerves, and providing general support for our users as they join us on this path towards safer and more comfortable transportation.

Responsible for 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

Candidates with a "roll-up your sleeves" attitude are encouraged to apply online today for immediate consideration!

Experience and skill

• 0 to 2 years of customer service experience. Experience for a ride sharing service / car company preferred.
• Excellent interpersonal skills
• Ability to coordinate and work with emergency response teams for emergency-based assistance
• Advise customers/riders of troubleshooting steps regarding ride bookings & payment assistance
• Experience/ Knowledge of answering incoming ride related phone calls is preferred but not required

Role & Responsibilities

• Provide guidance and support to our drivers 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
• Escalate 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
• Quality focus, excellent documentation skills

What's in it for you? Well,

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!

Regarding vaccinations, all employees working at this location are required to be fully vaccinated. You will be asked to show proof of vaccination at your interview and again on your first day of work.

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