**Job Summary** 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 Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.