Bilingual Spanish Volvo Customer Care Rep 2

Requisition Title

Description

Bilingual Spanish Customer Care Rep 2 – Volvo Cars

Start Date – candidate driven

Training – Full paid training and equipment provided, training on-site

Pay Rate of $23.00 $2.00 bilingual premium per hour plus fantastic company benefits

Full-time, Permanent (40 hours a week)

Location: Mahwah, NJ - must live within a commutable distance of the office.

Hours of Operation: Monday to Sunday 8 am to 9 pm

Shifts available: 10 am to 7 pm Tuesday to Saturday

At Percepta, we bring first-class service across each market we support. As a Bilingual Spanish Customer Care Rep 2 – Volvo Cars 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 Customer Care Representative 2 is the initial contact for dealership/customer personnel. The Customer Care Representative listens to customer inquiries and provides an accurate and timely response to the customer.

During a Typical Day, You’ll

• Perform all Customer Care Representative responsibilities with consistent reliability.
• Ability to maneuver through various systems to provide the dealer / customer with prompt, courteous and accurate information including:
  • Accurately respond to customer inquiries.
  • Document customer contacts.
  • Initiate outbound contacts as appropriate.
  • Provide on-line support for applications.
  • Utilize available resources to respond to internal and external customer inquiries.
• Help identify process improvements and best practices for the team.
• As applicable, answer email inquiries, etc. within required time frames in a professional manner with accurate and timely information.
• Identify and report all concerns regarding the program to the appropriate Sr. Business Analyst, Team Leader or Manager.
• Meet or exceed performance expectations including but not limited to: productivity, accessibility and quality assurance.
• Adhere to, and support all Percepta and client ISO, Quality Systems, Q1 initiatives and company policies and procedures.
• Attend and participate in team meetings.
• Complete training courses as directed by Operations and/or Training.
• Complete additional tasks and projects as needed.

What You Bring to the Role

• Bilingual Spanish required - must pass assessment written and oral.
• High school diploma required - College degree preferred or equivalent work experience required
• 3-5 years of relevant work experience
• A passion for at least one of the three items below is important because we are seeking people who want to build a career that is aligned with their interests.
  • Exceptional customer service
  • Automotive Industry
  • Cutting edge technology
• For technical programs desired experience includes: basic networking experience and knowledge of dealership communications. Knowledge of Windows Environment, Microsoft Office Suite, Internet Explorer, Java, Macromedia and Flash. Experience on email technology (SMTP)

What You Can Expect

• Starting hourly rate of $23.00 $2.00 bilingual premium for a total of $25/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)

A Bit More About Your Role

• Excellent customer service ability.
• Ability to maneuver through various systems to provide the dealer accurate information.
• Displays professionalism and positive attitude.
  • Ability to effectively communicate with customers, managers and co-workers.
  • Ability to sway the opinion of others through verbal and/or written correspondence
  • Ability to adapt communication style to fit the style of others
  • Ability to diagnose issues quickly and resolve with patience and empathy
• Willingness to take on new assignments.
• Good reliability.
• Ability to multi-task.
• Ability to work well under pressure
• Active listening skills
• Strong multi-tasking skills, organizational, time management, planning and problem-solving skills
• Self-sufficient, resourceful and works well with minimal supervision
• Excellent communication skills – both verbal and written word
  • Passionate and confident over the phone or through chat
  • Savvy and demonstrates creative solutions
  • Present a professional and polished yet friendly
  • Speed and accuracy when typing

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.

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