Customer Service Representative - Center of Excellence

Customer Service Representative (CSR) Role

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, we'd 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, gas, etc.) and take action as necessary by submitting work orders
• Strong communication both written and verbal. Compose thoughtful, concise messages that align with Waymo's voice across all channels
• Functional testing for S/W and H/W related updates on a required basis
• Computer proficiency able to navigate Google Applications
• Maintain up to date knowledge of Waymo'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.

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 Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's 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 don't just dream of a better way we make it happen.
• We take care of our people, clients, company, communities, and climate by doing what's right.
• We foster an innovative environment where you can build the career path that's 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 World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital.

What We Offer

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning, and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

Other Employment-Related Information

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, provincial, or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

While our system allows applications in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for company-wide communications purposes. Further, for roles located in Quebec, professional English proficiency is required to communicate with our global clients.