Bilingual Spanish Customer Support Representative (Volvo Car USA) - Percepta

Looking for more than a job?

You've come to the right place! A job with purpose is more than a job. At Percepta we are creating positive change, and we will need the skills of the world's most capable people. In this role, you'll have the opportunity to affect your future and impact millions of others in ways you may never have thought possible. Curious? We hope so.

Come be a part of a rapid response customer support and roadside assistance team that delivers around-the-clock support, 7 days a week.

Personality is key!

We believe that you are humble and respectful of others. A curious listener, eager to support and find the best possible solution for every unique consumer. You are truly customer-focused and dedicated to exceeding expectations and developing new innovative solutions when needed. You are interested in learning, understanding and simply conveying brand, business, and technical concepts. You prefer working in a collaborative environment and showing strong communication skills. Having the desire to demonstrate passion and empathy for people is important, passion for cars is a bonus!

What You Can Expect 

• Starting hourly rate of $23 per hour ($21 base plus $2 bilingual premium)
• Hybrid work schedule
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k) with company match
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

What You'll Be Doing 

The Volvo Roadside Representative provides world-class customer service by dispatching tows and roadside providers to customers, resolving customer complaints, and addressing questions regarding their vehicles. The Representative presents Volvo Car USA to its owners in a professional, caring manner.

During a Typical Day, You'll

• Coordinate towing and roadside services for owners
• Provide the highest level of customer support through omnichannel solutions (voice calls, emails, chat, and SMS)
• Answer questions to Volvo Car owners and prospects about product purchases or familiarization
• Handle customers who contact Volvo to facilitate resolution of their issues
• Make all reasonable efforts to ensure customer satisfaction
• Escalate unresolvable or beyond scope of authority issues to senior team members
• Responsible for proper documentation and coding in Volvo proprietary software
• Advise Customer Care Center Manager, Supervisor, Team Leader, and/or appropriate Field Manager of any trends or concerns with customer handling, or product/service-related issues for action
• Complete additional tasks/projects as needed

What You Bring to the Role 

Along with a high school diploma and a minimum of one (1) year of previous customer service call-handling experience, you must have a genuine interest in providing excellent customer service and be motivated by working with a fast-paced and dynamic team, resolving challenges optimistically.

A Bit More About Your Role 

Location: Mahwah, NJ

Shifts: Full-time 8-hour shift, weekends are required

• Bilingual in Spanish plus English is a must, must be able to pass written and oral assessments in both languages
• Roadside dispatching or emergency call response experience is preferred
• Previous experience working independently and, in a team, environment
• Independent work experience includes using logic and intuition to reach appropriate conclusions
• Excellent written and oral communication skills required
• Passionate, confident, and comfortable over the phone or through emails, text, or other forms of written communication adapting communication style to fit the style of others
• Savvy and demonstrates creative solutions
• Speed and accuracy when typing
• Ability to diagnose issues quickly and resolve them with patience and empathy
• Broad knowledge of the automotive business preferred
• Displays a strong, professional, and polished customer focus, awareness, and sensitivity with the ability to gain the trust and respect of colleagues and customers
• Makes appropriate decisions and exhibits sound judgment
• Ability to work well under pressure
• Analyze data, track trends, and retrieve relevant information to complete a task

Other

• The center is a 24/7/365 operation
• Shift differential: Additional pay of $1.00/hour will be paid to those who work between the hours of 8 pm - 6 am ET
• The position includes a paid training period, and recurrent or new product training is provided as needed
• The center location is in Mahwah, NJ. Currently working a hybrid schedule which is subject to change
• Training will be M-F, 8 am - 5 pm ET for a duration of approx. 3-4 weeks.

About Percepta 

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

• Culture of Service - to be treated like you are the customer from day one 
• Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges the value of your contributions
• Respect - a team that is accountable, dependable, and gives you their full attention
• Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
• Career Growth - lots of learning opportunities for aspiring minds
• Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!
• Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Percepta is an Equal Opportunity Employer. Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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