Rider Support Representative

2 weeks ago

Phoenix AZ, United States Cognizant Full time

Join our team and you can put to work the skills and talents you have acquired in your career and learn new skills. This role will allow you to tackle projects that continuously sharpen your technical skills, your talent for solving problems and your ambitions

Cognizant is looking for a dynamic Customer Service Representative in Mesa, AZ for the overnight shift to assist our customers in having an elite 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.

Would you like a role that presents new challenges every day? 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

Experience and talents
  • 0 to 1 year of customer service experience – excellent opportunity to gain experience. Experience with a ride sharing service or emergency services is a plus but not required.
  • Excellent problem-solving and communication talents.
  • Ability to work calmly and efficiently under pressure.
  • Ability to coordinate and work with emergency response teams for emergency-based assistance.
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.
  • Bring up 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 intensified 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.

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