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

What You’ll Be Doing

We are looking to hire passionate, professional customer service representatives in a call center environment. Our client, Volvo Car USA, is one of the world’s leading automotive manufacturers and they are synonymous with quality, style, and luxury. The safety and satisfaction of their customers is of paramount importance.

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 familiarizationHave the authority to handle customers who contact Volvo to facilitate resolution of their issuesMake all reasonable efforts to ensure customer satisfactionEscalate issues to senior team membersBe responsible for proper documentation and coding in Volvo proprietary softwareAdvise of any trends or concerns with customer handling (or product/service-related issues) to the Customer Care Center Manager, Supervisor, Team Leader and/or appropriate Field Manager for actionComplete additional tasks/projects as needed

What You Bring to the Role 

High school diploma (or equivalent) required; College degree is a plusBilingual English and Canadian French – must be able to pass verbal and written assessmentsRoadside dispatching or emergency call response experience is preferred, but not requiredPrior call center experience is preferredExcellent written and oral communication skills requiredProficient with use of technology, systems, and softwareAbility to utilize a PC to communicate with othersPeople-oriented and great at building relationshipsBroad knowledge of the automotive business preferredWorks independently using both logic and intuition to reach appropriate conclusionsDisplays a strong customer focus, awareness, and sensitivity with the ability to gain trust and respect of colleagues and customersMakes appropriate decisions and exhibits sound judgmentListens to others and respects differences of opinionAnalyze data, track trends, and retrieve relevant information to complete a task

What You Can Expect 

Pay rate of $20.00 per hour, inclusive of base pay + premium for the bilingual French skill.80% of the calls are in English, and 20% of the calls are in French.Health/Dental/Vision/Life InsuranceFlexible Spending Account (FSA) and Health Savings Account (HSA)401(k) with company matchVacation/Sick Time and Paid HolidaysTuition Reimbursement ProgramEmployee Assistance ProgramEmployee Discount ProgramTraining and Development Programs (Percepta College)Employee Rewards Program (Perci Perks)

A Bit More About Your Role 

Current shift is 1 pm to 10 pm Monday, Tuesday, Friday, Saturday, and Sunday; Off Wednesday and Thursday.The center is a 24/7/365 operation.  All shifts include working weekends; the shifts are off back-to-back two days during the week.Shift differential: Additional pay of $1.00/hour will be paid to those who work between the hours of 8:00PM-6:00AM ET.Position includes a paid training period, and recurrent or new product training is provided as neededCenter location at 1800 Volvo Place, Mahwah, NJ 07430.Training will be in-office 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, breathe, 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.

#LI-Hybrid