Bilingual Spanish Customer Support Representative – Volvo Roadside Assistance

Training – Full paid training and equipment provided

Total hourly pay rate of $23.00 per hour plus fantastic company benefits

Full-time, Permanent (40 hours a week)

At Percepta, we bring first-class service across each market we support. As a Bilingual Spanish Customer Support Representative – Volvo Roadside Assistancein Mahwah, NJ, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

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 vehicle. 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 ownersProvide highest level of customer support through omni-channel solution (voice calls, emails, chat, and SMS)Answer questions to Volvo Car owners and prospects about product purchase or familiarizationAuthority (Responsible for handling) to handle customers who contact Volvo to facilitate resolution of their issuesMake all reasonable efforts to ensure customer satisfactionEscalate unresolvable or beyond scope of authority issues to senior team membersResponsible for proper documentation and coding in Volvo proprietary softwareAdvise 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 actionComplete additional tasks/projects as needed

What You Bring to the Role 

High School Required, College Degree a plus1-3 years of relevant work experience

What You Can Expect 

Starting hourly rate of $23 per hour ($21 base plus $2 bilingual premium)Health/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition Reimbursement Employee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)

A Bit More About Your Role 
Location: Mahwah, NJ

Shifts: Full-time, weekends required

40 hour work week, weekends required.

Skills

Bilingual in Spanish is a must, must be able to pass written and oral assessments in both languages Roadside dispatching or emergency call response experience is preferredPrevious experience working independently and in a team environmentIndependent work experience includes using logic and intuition to reach appropriate conclusionsExcellent written and oral communication skills requiredPassionate, confident and comfortable over the phone or through emails, text or other form or written communication adapting communication style to fit the style of othersSavvy and demonstrates creative solutions Speed and accuracy when typingAbility to diagnose issues quickly and resolve with patience and empathy Broad knowledge of the automotive business preferredDisplays a strong, professional and polished customer focus, awareness, and sensitivity with the ability to gain trust and respect of colleagues and customersMakes appropriate decisions and exhibits sound judgmentAbility 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 operationShift differential: Additional pay of $1.00/hour will be paid to those who work between the hours of 8pm -6am ET.Position includes a paid training period, and recurrent or new product training is provided as neededCenter location is in Mahwah, NJ.  Currently working in-office 3 days a week and at home 2 days a week which is subject to change.Training will be M-F, 9am-6pm 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, breath and play by them everyday. 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 value in 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

CareerGrowth - 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 requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.