Emergency Response Customer Service Representative II

Cognizant Technology Solutions - Phoenix, AZ

Full-time - Entry Level

Phoenix, AZ

Professional, Scientific, and Technical Services

About the position

The Emergency Response Customer Service Representative II at Cognizant is responsible for providing exceptional support to riders in urgent and emergency situations, particularly in the context of autonomous vehicles. This role requires critical thinking, strong communication skills, and the ability to manage multiple tasks simultaneously while maintaining a calm demeanor under pressure. The representative will work closely with emergency response teams and utilize various tools to ensure a high-quality customer experience.

Responsibilities

• Provide guidance and support to passengers via phone, chat, and email.
• Compose thoughtful, concise messages that align with the company's voice across all channels.
• Monitor rider interactions through visual and audio prompts in internal tools.
• Multi-task multiple issues while moving between different programs.
• Report issues that arise while troubleshooting to Team Leads.
• Monitor user interactions and prioritize inquiries through the internal CRM system.
• Maintain up-to-date knowledge of self-driving technology.
• Complete new trainings and knowledge checks in a timely manner.
• Work in time-sensitive situations under pressure in a user-focused environment.
• Meet internal metrics such as quality, performance SLAs, and shift adherence.

Requirements

• High school graduate or equivalent; bachelor's degree preferred.
• 2 or more years of experience in an emergency setting (e.g., 9-1-1 operator, emergency dispatch representative).
• 1 year experience in a fast-paced call center.
• Comfortable working with modern customer support and productivity tools.
• Excellent interpersonal and communication skills.
• Ability to remain calm and control intensified emotions and fears.
• Quality focus and excellent documentation skills.

Nice-to-haves

• Experience with a ride-sharing service or emergency services is a plus but not required.
• Excellent problem-solving and communication talents.
• Ability to coordinate and work with emergency response teams for emergency-based assistance.

Benefits

• Insurance available from day 1 of employment.
• Great work-life balance.
• 401k with matching component.
• Employee stock purchase program.