Bilingual Spanish Customer Support Representative (Volvo Car USA)
Percepta
- Mahwah, NJ
- $20.00 per hour
- Permanent
- Full-time
- Starting hourly rate of $20 per hour ($18 base plus $2 bilingual premium)
- Hybrid work schedule
- 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)
- $500 sign-on bonus after 30 days of employment, $375 after 90 days, and $375 after 190 days for a total of $1250.
- 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
- 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
- Bilingual in Spanish plus English 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
- 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
- The position includes a paid training period, and recurrent or new product training is provided as needed
- The center location is in Mahwah, NJ. Currently working a hybrid schedule which is subject to change
- Training will be M-F, 9 am-6 pm ET for a duration of approx. 3-4 weeks.
- 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
- 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.