Senior Process Executive-Voice

Cognizant, a global IT consulting and services organization, is looking for a dynamic Customer Service Representative in Scottsdale, AZ to assist our customers in having a world-class 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.

Do you work well under pressure? 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!

This is an overnight shift.

Experience and skill

• 3 to 5 years of customer service experience. Experience for a ride sharing service or emergency services preferred.
• Excellent interpersonal skills.
• Ability to work calmly and efficiently under pressure.
• Ability to coordinate and work with emergency response teams for emergency-based assistance.
• Experience/ Knowledge of answering incoming ride related phone calls is preferred but not required.

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.
• 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
• Ability to remain calm and control highly escalated 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.

Employee Status : Full Time Employee

Shift : Day Job

Travel : No

Job Posting : Apr 24 2024

About Cognizant

Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at or follow us

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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.

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