Bilingual Spanish Customer Support Representative (Volvo Car USA)

TTEC • Mahwah, NJ

4d • $23 • Onsite

About The Position

At Percepta, we deliver award-winning services for every stage of the automotive and mobility customer journey. As a Bilingual Spanish Customer Support Representative (supporting Volvo Car USA) working on-site in Mahwah, NJ, you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.
The Bilingual Spanish Customer 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.

Requirements

• High School diploma required; College degree is a plus
• Bilingual in Spanish and English is required - must pass assessments, written and oral.
• A minimum of one (1) year of previous customer service call-handling experience
• 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
• Experience communicating via phone, email, text, or other written forms, adjusting style as needed
• Creative problem-solving and troubleshooting abilities
• Speed and accuracy in typing

Nice To Haves

• Roadside dispatching or emergency response experience is preferred

Responsibilities

• 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

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees