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

Documentation & Analysis

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 :

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.

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

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.