Tier I Volvo Frontline Support Representative

Job Description

Job Description

Requisition Title: Tier I Volvo Frontline Support Representative (04AES)
US-NJ-MahwahDescription

At Percepta, we bring first-class service across each market we support. As a Tier 1 Volvo Frontline Support Representative working onsite in Mahwah, New Jersey , 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 and 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 a plus
• 1-3 years of relevant call center/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 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

What You Can Expect

• Total of $21.00 per hour.
• The facility is inviting, with a coffee bar, a gym, a cafeteria, and a great work culture.
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• Vacation/Sick Time and Paid Holidays
• Traditional 401k Retirement Plan
• Tuition Reimbursement
• Employee Assistance Program (EAP)
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

More About The 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 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.
• The next training date is estimated to be August 10, 2026.

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.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

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. Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.