Bilingual Spanish Customer Support Representative; Volvo Car

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.

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.

• 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 responses.
• 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 is a plus.
• Bilingual in Spanish and English is required – must pass assessments, written and oral.
• 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.

• 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.
• Award-winning employee rewards & recognition program (Perci Perks).

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

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  a global company, we know diversity is our strength. It enables us to view projects and ideas from different viewpoints and allows every individual to bring value to the table in their unique way.