Tier I Volvo Frontline Support Representative

Percepta • Mahwah, NJ

88d • $21

About The Position

At Percepta, we bring first-class service across each market we support. As a Tier 1 Volvo 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. 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.

Requirements

• High School diploma required, College degree a plus.
• 1-3 years of relevant call center/customer service work experience preferred.
• 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.

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 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

• $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).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Personal and Laundry Services
• Education Level: High school or GED