Senior Customer Experience Specialist - Remote Eligible

Customer Experience Specialist

The Customer Experience Specialist is responsible for handling advanced inquiries from our customers regarding a broad range of needs; applies service skills and multiple products and/or business channel knowledge to provide exceptional customer experiences and to meet the business unit objectives.

Responsibilities

• Interacts with customers by answering and resolving customer needs by having strong knowledge of multiple products through different channels including messaging, social mediate, web cat, email and phone.
• Responsible for ensuring a consistent and superior experience for all Principal's customers while incorporating the established service processes in all interactions.
• Provides accurate information to the customer, resolves inquiries, anticipates future concerns and effectively communicates next steps in the process. Understands the customer's previous interactions with Principal in order to provide an integrated, 360 experience.
• Resolves complex customer issues real-time.
• Ensures that all appropriate transactions are completed with satisfactory resolution or appropriately escalated if necessary.
• Serve as a subject matter expert on projects or initiatives. Identifies and implements innovative solutions to improve the customer experience and identify voice of the customer opportunities for the enterprise.
• Acts as a mentor/coach to others. May be responsible for coaching less experienced specialists.

Qualifications

• 6+ years of customer service experience or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, or education.
• Demonstrates excellent verbal and written communication skills
• Excellent typing skills
• Ability to adapt to frequent change, make independent decisions and take ownership to resolve issues
• Advanced proficiency and business unit products, processes and systems Proficient with desktop applications such as MS Office and Internet browsers
• Ability to effectively navigate within numerous software and web applications
• Ability to handle multiple tasks in a fast-paced environment with attention to detail
• Coaching and mentoring skills and being able to influence and motivate others
• Must be able to maintain confidentiality
• May require non-traditional hours

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.

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.

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.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.