Call Center Customer Service Agent

Job Opportunity at Cognizant Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. We are looking to hire a team of Call Center Agents for a new project in Mesa, AZ. Our front-line Call Center Agents handle calls, chats and emails for our clients and their customers. These cases include responding to inquiries, managing complaints, troubleshooting significant client and customer service problems and providing general information in a professional manner through positive and quality interactions. This role is fully onsite in Mesa, AZ. Only local candidates will be considered. Role & 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 Assist with monitoring of vehicle alerts, including but not limited to service alerts (oil changes za and gas, etc.) and take action as necessary 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 our internal tools Know when to escalate to Team Lead with complete troubleshooting description in case notes Functional testing for S/W and H/W related updates on required basis 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 Case creation/categorization correct client code/prioritization. Case closure, follow up on aging or open tickets Escalate to Team Lead if all areas of troubleshooting have been tried. Monitor user interactions and prioritize inquiries through our internal CRM system Meet internal metrics such as quality, performance SLAs and shift adherence Required Skills & Qualifications At least a high school diploma or equivalent is required Excellent problem solving skills and the ability to logically reason out Must be ambitious, energetic and carry the mindset to deliver first time resolution 3-4 years of customer service experience (experience for a ride sharing service / car company preferred) Excellent spoken and written communication skills Excellent customer service skills Basic technical troubleshooting knowledge Must be spontaneous, creative and showcase the quality of taking personal ownership to solve for customer needs Must carry a professional, diplomatic and empathetic persona Should be flexible to working in shifts and familiar with a 247 work atmosphere Preferred Skills & Qualifications Experience of working with Tier 1 clients Able to collaborate with Team Leads in terms of 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 minimum supervision Salary and Other Compensation: 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 Cogniant's applicable plans. Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: 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 Disclaimer: The hourly rate, other compensation, and benefits 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. 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. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.