Customer Service Representative - Center of Excellence

Cognizant is a Large IT Consulting Firm that leverages modern technologies to improve a variety of business operations. As our team continues to grow, we are currently looking to hire Customer Service Representatives (CSRs) to be part of the Center of Excellence (CoE). This role is On Site, and all candidates must reside in the United States.

Job Summary:

We are seeking experienced and empathetic Customer Service Representatives (CSRs) to support our riders and users in the fast-evolving Autonomous Vehicle (AV) domain. You will be the first line of support, resolving real-time rider concerns, documenting edge cases, and contributing to continuous service improvement. If you have prior exposure to AV technology or related fields, along with strong communication and analytical skills, wed love to meet you.

Responsibilities

• Customer Support & Empathy
  Provide timely, friendly, and empathetic support via phone, chat, and email for AV rider issues and inquiries, especially during high-stress or edge case situations.
• Monitor rider interactions through visual and audio prompts in our internal tools
• Address issues or tasks assigned to them through ticketing systems, via 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
• Strong communication both written and verbal. Compose thoughtful, concise messages that align with Waymos voice across all channels
• Functional Testing for S/W and H/W related updates on required basis
• Computer proficiency able to navigate Google Applications
• Maintain up to date knowledge of Waymos 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.

• Issue Resolution & Escalation
  Should have excellent problem solving skills and the ability to logically reason out (deduce situations logically to troubleshoot sequentially in order to provide global quality assistance)
• Must be ambitious, energetic and carry the mindset to deliver first time resolution
• 1-2 years of customer service experience (Experience for a ride sharing service / car company preferred)
• Excellent customer service skills (thorough with call, chat and email correspondence)
• Basic technical troubleshooting knowledge (Technological awareness is a must)
• 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 which is evident through the quality of work (handling voicemail, Email & Chat transactions with client and customer steps were taken to make sure details are clearly and concisely written)

• Documentation & Analysis
  Log detailed, accurate notes and edge case observations into internal tools (e.g., Buganizer or equivalent) to inform AV operations and product teams.
  
• Metrics Accountability
  Meet and exceed performance KPIs including Customer Satisfaction (CSAT), FCR, response time, and case documentation quality.
  
• Cross-functional Collaboration
  Work closely with Safety, Operations, and Engineering teams to provide rider insights that help shape AV product and service improvements.

• Compliance & Confidentiality

Adhere to company and client protocols for safety, privacy, and data handling, especially when dealing with real-world incidents.

Salary and Other Compensation:

The hourly rate for this position is $23 - $27 per hour, depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizants discretionary annual incentive program, based on performance and subject to the terms of Cognizants 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.

The Cognizant community:

We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We dont just dream of a better way we make it happen.
• We take care of our people, clients, company, communities and climate by doing whats right.
• We foster an innovative environment where you can build the career path thats right for you.
  

About us:

Cognizant 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 (a member of the NASDAQ-100 and one of Forbes Worlds Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com