Tier I Volvo Frontline Support Representative

About the role

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.

Responsibilities

• Cooking towing and roadside assistance for Volvo car owners.
• Delivering high-quality customer support via inbound and outbound voice calls, emails, SMS, and chats.
• Navigating systems efficiently to provide accurate, timely, and courteous manner.
• Documenting and all customer interactions in the appropriate systems.
• Aiding customers with product-related inquiries using all available resources.
• Taking ownership of resolving customer issues within authority, ensuring customer satisfaction.
• Escalating complex issues to Tier 2 support or management when necessary.

Requirements

• A high school diploma is required, with a college degree a plus.
• One to three years of relevant call center/customer service work experience preferred.
• Roadside dispatching or emergency response experience preferred.
• 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.

Qualifications

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

Skills

• 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.

Benefits

• Total of $21.00 per hour.
• The facility is inviting, with a coffee bar, a gym, a cafeteria, and great work culture.
• Health/Dental/Vision/Life Insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 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).

Pay

Total of $21.00 per hour.

Schedule

Full-time hours are available. The hours of operation are 6 am to 9 pm, 7 days a week. The position is working fully onsite in Mahwah, NJ. Must live within a commutable distance to the office.