Automotive Bilingual Spanish Roadside Agent - Percepta

Bilingual Spanish Customer Support Representative - Volvo Roadside Assistance

Training - Full paid training and equipment provided

Total hourly pay rate of $23.00 per hour plus fantastic company benefits

Full-time, Permanent (40 hours a week)

At Percepta, we bring first-class service across each market we support. As a Bilingual Spanish 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 vehicle. 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 highest level of customer support through omni-channel solution (voice calls, emails, chat, and SMS)
• Answer questions to Volvo Car owners and prospects about product purchase 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

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: Mahwah, NJ

Shifts: Full-time, weekends required

• 40 hour work week, weekends required.

Skills

• Bilingual in Spanish 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 form or 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 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 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

Other

• 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 8pm -6am ET.
• Position includes a paid training period, and recurrent or new product training is provided as needed
• Center location is in Mahwah, NJ. Currently working in-office 3 days a week and at home 2 days a week which is subject to change.
• Training will be M-F, 9am-6pm ET for a duration of approx. 3-4 weeks.

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, breath and play by them every day. 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 in 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.

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, as a condition of employment. Percepta is an Equal Opportunity Employer.