Tier I Volvo Frontline Support Representative

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

Benefits offered by this job

Flexible Spending Account (FSA)

Health Savings Account (HSA)

401(k) with company match

Vacation/Sick Time

Paid Holidays

Tuition Reimbursement

Employee Assistance Program

Employee Discount Program

Training and Development Programs

Job summary

A leading customer service provider in Mahwah, NJ, seeks a Tier 1 Volvo Frontline Support Representative to provide exceptional customer service. The role involves coordinating roadside assistance and resolving customer inquiries effectively. Candidates should have a high school diploma, strong communication skills, and a positive attitude towards customer satisfaction. Full-time hours are flexible between 6 AM and 9 PM, with competitive pay and benefits including a 401(k) plan and paid time off.

Qualifications

• 1-3 years of relevant call center/customer service work experience preferred.
• Ability to work both independently and as part of a team.
• Comfortable communicating via phone, email, text, or other written forms.

Responsibilities

• Coordinate towing and roadside assistance for Volvo car owners.
• Deliver high-quality customer support via voice calls, emails, SMS, and chats.
• Take ownership of resolving customer issues within authority.

Skills

Roadside dispatching or emergency response experience

Strong decision-making skills

Excellent communication skills

Creative problem-solving and troubleshooting abilities

Speed and accuracy in typing

Education

High School diploma

College degree

Job description

Requisition Title

US-NJ-Mahwah

Overview

At Percepta, we bring first-class service across each market we support. 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.

What You’ll Be Doing

The Volvo Tier 1 Frontline 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 always.

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

Education

• High School diploma required, College degree a plus.

Experience

• 1-3 years of relevant call centre/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 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.

What You Can Expect

• Total of $21.00 per hour.
• The facility is inviting, with a coffee bar, a gym, a cafeteria, and great work culture.
• 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).

Additional

• The position is working fully onsite in Mahwah, NJ. Must live within a commutable distance to the office.
• The hours of operation are 6 am to 9 pm, 7 days a week. Full-time hours are available.
• Seeking associates who are flexible between 6 am and 9 pm, 7 days a week, for a full-time 40 hour work week.
• Next training date is estimated to be April 13, 2026.

About Percepta

• Established in 2000 as a joint venture with TTEC, Percepta has specialised 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, colour, 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 its global teams.