Call Center Customer Service Agent

About the Position

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 Plano, TX. 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 Plano, TX. Only local candidates will be considered.

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, 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 escalate to Team Lead with complete troubleshooting description in case notes
• Functional Testing for S/W and H/W related updates on a 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

Requirements

• At least a High School Diploma or equivalent is required
• 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.

Nice to Have

• 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

We Offer

• Hourly Rate: $22 per hour
• 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

About the Company

Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process, and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes, and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

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.

Additional employment information

Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status, or any other characteristic protected by federal, state, or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.