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 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 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.

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.

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