Bilingual Spanish Customer Support Representative (Volvo Car USA)

Percepta LLC; Mahwah (NJ); On-site; USD 23,866 - 33,992; Full time

Benefits offered by this job

Health/Dental/Vision/Life Insurance

401(k) Retirement Plan

Vacation/Sick Time and Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Job summary

Percepta LLC is seeking a Bilingual Spanish Customer Support Representative in Mahwah, NJ, to provide exceptional customer service for Volvo Car USA. Key responsibilities include coordinating roadside assistance and addressing customer inquiries across multiple communication platforms.

This role requires bilingual proficiency, a high school diploma, and previous experience in customer service. The position offers a starting rate of $23 per hour and various employee benefits, including health insurance and a 401(k) plan.

Qualifications

• Must pass assessments in written and oral Spanish and English.
• A minimum of one year of previous customer service experience.
• Preferred experience in roadside dispatching or emergency response.

Responsibilities

• Coordinate towing and roadside assistance for Volvo car owners.
• Deliver high-quality customer support via various communication channels.
• Document all customer interactions accurately.
• Assist customers with inquiries and resolve issues effectively.
• Escalate complex issues when necessary.

Skills

Bilingual in Spanish and English

Customer service call handling

Strong communication skills

Problem-solving and troubleshooting

Organizational skills

Education

High School diploma

College degree (preferred)

Job description

Requisition Title

US-NJ-Mahwah

At Percepta, we deliver award‑winning services for every stage of the automotive and mobility customer journey. As a Bilingual Spanish Customer Support Representative (supporting Volvo Car USA) working on‑site in Mahwah, NJ, you’ll become part of a community that values your success, supports your career growth, and celebrates your contributions.

What You’ll Be Doing

The Bilingual Spanish Customer Support Representative provides world‑class, exceptional customer service by coordinating towing and roadside assistance, resolving customer issues, and answering vehicle‑related questions. Representing Volvo Cars USA, the representative ensures customer satisfaction through a professional, caring approach.

During a Typical Day, You’ll

• Coordinate towing and roadside assistance for Volvo car owners.
• Deliver high‑quality customer support via inbound and outbound voice calls, emails, SMS, and chats.
• Navigate systems efficiently to provide accurate, timely, and courteous manner.
• Document all customer interactions in the appropriate systems.
• Assist customers with product‑related inquiries using all available resources.
• Take ownership of resolving customer issues within authority, ensuring customer satisfaction.
• Escalate complex issues to Tier 2 support or management when necessary.

What You Bring to the Role

• High School diploma required; College degree is a plus.
• Bilingual in Spanish and English is required - must pass assessments, written and oral.
• A minimum of one (1) year of previous customer service call‑handling experience.
• Roadside dispatching or emergency response experience is 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.
• Experience communicating via phone, email, text, or other written forms, adjusting style as needed.
• Creative problem‑solving and troubleshooting abilities.
• Speed and accuracy in typing.

What You Can Expect

• Starting hourly rate of $23 per hour ($21 base plus $2 bilingual premium).
• Health/Dental/Vision/Life Insurance, with Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Traditional 401(k) Retirement Plan.
• Vacation/Sick Time and Paid Holidays.
• Tuition Reimbursement and Training & Development Programs (Percepta College).
• Employee Assistance Program (EAP).
• Employee Discount Program.

A Bit More About Your Role

• The position is working fully onsite in Mahwah, NJ. Must live within a commutable distance to the office.
• The hours of operation are 6:00 AM to 9:00 PM, 7 days a week. Full‑time hours are available.

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first‑class service across each market we support.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different Vantage points and allows every individual to bring value to the table in their unique way.