Automotive Bilingual French Roadside Agent

At Percepta, we bring first-class service across each market we support. As a Bilingual French Customer Support Representative (Volvo Roadside Assistance)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 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
• Authority (Responsible for handling) to 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 

• High School Required; College Degree a plus
• 1-3 years of relevant work experience
• Bilingual in French 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

What You Can Expect 

• Starting hourly rate of $23 per hour ($21 base plus $2 bilingual premium)
• 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)

A Bit More About Your Role 

• Location: 1800 Volvo Pl. Mahwah, NJ 07430
• Shifts: Full-time, weekends required (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
• Hybrid work arrangement: Currently working in-office 3 days a week and at home 2 days a week which is subject to change
• Position includes a paid training period, and recurrent or new product training is provided as needed
• Training will be Monday - Friday, 9 AM-6 PM ET for a duration of approx. 3-4 weeks

About Percepta 

Established in 2000 as a joint venture with TTEC, 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 daily. 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
• 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 is proud to be an equal opportunity employerwhere all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

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