Customer Service Representative - Center of Excellence

Cognizant Technology Solutions-posted 3 months ago
$23 - $27/Yr
Full-time • Entry Level
Mesa, AZ
Professional, Scientific, and Technical Services
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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) for our Center Of Excellence (CoE). This role is On Site, and all candidates must reside in the United States. 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.

  • 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.
  • Compose thoughtful, concise messages that align with Waymo's voice across all channels.
  • Functional Testing for S/W and H/W related updates on required basis.
  • 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.
  • Log detailed, accurate notes and edge case observations into internal tools (e.g., Buganizer or equivalent) to inform AV operations and product teams.
  • Meet and exceed performance KPIs including Customer Satisfaction (CSAT), FCR, response time, and case documentation quality.
  • Work closely with Safety, Operations, and Engineering teams to provide rider insights that help shape AV product and service improvements.
  • Adhere to company and client protocols for safety, privacy, and data handling, especially when dealing with real-world incidents.
  • 1+ years of customer service experience, ideally within autonomous vehicle, mobility, transportation, or tech support environments.
  • Strong problem-solving and analytical abilities to assess complex or unusual customer scenarios.
  • Excellent verbal and written communication skills with a calm, empathetic, and proactive approach.
  • Proven experience with ticketing tools, CRM systems, and customer documentation standards.
  • Comfortable with shift work and dynamic operational environments.
  • Bilingual fluency (e.g., Spanish, Mandarin, Tagalog, Vietnamese, Korean, etc.).
  • Familiarity with AV platforms, ride-hailing operations, or tech product support.
  • Experience handling edge case reporting and working with bug-tracking tools (e.g., Buganizer, JIRA).
  • Exposure to incident response protocols or rider safety handling in tech-forward environments.
  • 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
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