Onsite Call Center SME — Mesa Rider Support Expert

Cognizant; Mesa (AZ); Sur place; USD 33 000 - 47 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision/Life Insurance

Paid holidays + Paid Time Off

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Résumé du poste

Cognizant is seeking a Subject Matter Expert with Call Center experience to support rider, driver or dispatch interactions from our Mesa, AZ operations team.

The role provides frontline guidance and ensures quality service during every contact, with full onsite work in Mesa. The SME directs team performance and collaborates with training to maintain knowledge resources in a fast-paced environment.

Qualifications

• High School diploma or equivalent required.
• Basic knowledge of Google Suite (Sheets/Slides/Docs/Drive).
• Ability to use spreadsheet apps to maintain/develop operational reporting.
• Excellent written and verbal skills.
• Experience in automobile industry in a customer service environment.
• Willingness to work days, evenings, overnight and holidays.
• Able to adapt to a rapidly-changing environment.

Responsabilités

• Learn and maintain extensive knowledge of client policies and processes.
• Act as primary contact for troubleshooting steps and escalations.
• Observe and report negative performance or behavior of live support agents to leadership.
• Promote development of team members with a positive work ethic.
• Bring operational knowledge and participate in client meetings.
• Collaborate with training on knowledge management.

Connaissances

Google Suite

Operational reporting

Time management

Written and verbal communication

Problem solving

Communication

Shift flexibility

Formation

High School diploma or equivalent

Outils

Google Suite (Sheets/Slides/Docs/Drive)

Description du poste

Cognizant is seeking a Subject Matter Expert with Call Center experience to support rider, driver or dispatch interactions from our Mesa, AZ operations team.

The role provides frontline guidance and ensures quality service during every contact, with full onsite work in Mesa. The SME directs team performance and collaborates with training to maintain knowledge resources in a fast-paced environment.