Tier I Volvo Frontline Support Representative

Requisition Title

US-NJ-Mahwah

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.

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.

• 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.

• High School diploma required, College degree a plus.

• 1-3 years of relevant call centre/customer service work experience preferred.

• 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.

• 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).

• 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.

• 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.