Call Center Customer Service Agent

Cognizant; Mesa (AZ); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays + PTO

401(k) plan

Disability insurance

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking Call Center Agents for an on-site role in Mesa, AZ. Agents will handle calls, chats, and emails, resolving inquiries and issues while maintaining professional interactions with customers and drivers.

Responsibilities include troubleshooting, case management, and escalation when needed. Candidates should have 3–4 years of customer service experience and strong communication skills; on-site work is required.

Qualifications

• High School Diploma or equivalent required.
• 3-4 years of customer service experience, preferably in ride-sharing or automotive context.
• Excellent spoken and written communication; Versant ≥65 or CEFR C1.
• Strong problem solving and logical reasoning skills.
• Willingness to work in a 24x7 shift, onsite in Mesa, AZ.

Responsibilities

• Handle calls, chats and emails for clients and customers.
• Provide guidance and support to drivers via phone for break and maintenance requests.
• Monitor vehicle/service issues and submit work orders as needed.
• Compose concise messages aligned with the client voice across all channels.
• Escalate unresolved issues to Team Lead with detailed notes.
• Maintain up-to-date knowledge of client services and trainings.

Skills

Problem solving

Communication skills

Customer service experience

Technical troubleshooting

Shift flexibility

Ownership and accountability

Education

High School Diploma or equivalent

Tools

Service Now

Remedy

Spiceworks

Hubspot

Job description

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.

Please note that 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 escape 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
• 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
• 3-4 years of customer service experience (Experience for a ride sharing service / car company preferred)
• Excellent spoken and written communication skills - (Versant >=65 or CEFR C1)
• 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)
• Should be flexible to working in shifts and familiar with a 24x7 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 Cognizant’s applicable plans.

Benefits:

• 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.