Volvo Tier I Frontline Support Representative (Mahwah)

Volvo Tier I Frontline Support Representative

At Percepta, we bring first-class service across each market we support. As a Tier 1 Frontline Support Representative, in 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 Tier 1 Frontline Support Representative provides world class exceptional customer service by coordinating towing and roadside assistance, resolving customer issues, and answering vehicle-related questions. Representing Volvo Cars USA, the Representative ensures customer satisfaction through a professional, caring approach always.

During a Typical Day, You'll

Coordinate towing and roadside assistance for Volvo car owners.

Deliver high-quality customer support via inbound and outbound voice calls, emails, SMS and chats

Navigate systems efficiently to provide accurate, timely, and courteous manner

Document and all customer interactions in the appropriate systems

Assist customers with product-related inquiries using all available resources

Take ownership of resolving customer issues within authority, ensuring customer satisfaction

Escalate complex issues to Tier 2 support or management when necessary

What You Bring to the Role

Education

High School diploma required, College degree a plus

Experience

1-3 years of relevant call center / customer service work experience preferred

Skills

Roadside dispatching or emergency response experience preferred

Ability to work both independently and as part of a team

Strong decision-making skills, using logic and intuition

Excellent organizational skills

Excellent communication skills, both written and verbal

Comfortable communicating via phone, email, text, or other written forms, adjusting style as needed

Creative problem-solving and troubleshooting abilities

Speed and accuracy in typing

What You Can Expect

Base pay of $21.00 per hour

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)

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 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.

As a condition of employment, 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. 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.