**Description** **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._ **Primary Location:** US-NJ-Rockleigh **Req ID:** 041XK