Requisition Title

Description

Care by Volvo - Online Sales Customer Care Rep

Start Date - candidate driven

Training - Full paid training and equipment provided

Hybrid working schedule, must live within a commutable distance of Mahwah, NJ

Total hourly pay rate of $23. 00 per hour plus fantastic company benefits

Full-time, Permanent (40 hours a week)

Shift: Monday to Friday 9 am to 6 pm

At Percepta, we bring first-class service across each market we support. As a Care by Volvo Agent 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
This position will help support our customers who place online deposits for our vehicles and subscribe to Care by Volvo.

During a Typical Day, You'll

• Confirming customer pre-orders and working with the selected retailer to ensure order accuracy
• Allocations - assigning a vehicle to a customer's order/ selecting the correct model, color, powertrain, dealer
• Delivery Paperwork - Generating the paperwork and sending it over to the dealership in a timely manner. This includes the sales contract, Bill of Sale, Insurance ID cards, etc.
• Delivery Mailbox - Checking the Care by Volvo Delivery mailbox, responding to dealerships confirming the delivery date, questions, etc.
• RNT Case Management - Handling the orders in your queue, keeping customers up-to-date on vehicle arrival, answering any questions the customer has in the interim, keeping your banner texts updated and actionable, etc.
• Customer/ Dealer Calls - Calling your customer with any update regarding their order, accepting inbound calls from CC or RSA, being proactive, and scheduling delivery dates.
• Outlook Emails - A lot of communications are sent through outlook. Checking and replying to emails is very important. This can be from your Manager/ Team Leader, Care by Volvo Product Team, Dealers, Market Managers
• Perform all Customer Care Representative responsibilities with consistent reliability.
• Ability to maneuver through various systems to provide the dealer/customer with prompt, courteous, and accurate information including:
  • Accurately respond to customer inquiries.
  • Document customer contacts.
  • Initiate outbound contacts as appropriate.
  • Provide on-line support for applications.
  • Utilize available resources to respond to internal and external customer inquiries.
• Help identify process improvements and best practices for the team.
• As applicable, answer email inquiries, etc. within required time frames in a professional manner with accurate and timely information.
• Identify and report all concerns regarding the program to the appropriate Sr. Business Analyst, Team Leader or Manager.
• Meet or exceed performance expectations including but not limited to: productivity, accessibility and quality assurance.
• Adhere to, and support all Percepta and client ISO, Quality Systems, Q1 initiatives, and company policies and procedures.
• Attend and participate in team meetings.
• Complete training courses as directed by Operations and/or Training.
• Complete additional tasks and projects as needed.

What You Bring to the Role

• High school diploma required - College degree is preferred or equivalent work experience required
• A passion for at least one of the three items below is important because we are seeking people who want to build a career that is aligned with their interests.
  • Exceptional customer service
  • Automotive Industry
  • Cutting-edge technology
  • Excellent customer service ability.
• Ability to maneuver through various systems to provide the dealer with accurate information.
• Displays professionalism and a positive attitude.
  • Ability to effectively communicate with customers, managers, and co-workers.
  • Ability to sway the opinion of others through verbal and/or written correspondence
  • Ability to adapt communication style to fit the style of others
  • Ability to diagnose issues quickly and resolve them with patience and empathy
• Willingness to take on new assignments.
• Good reliability.
• Ability to multi-task.
• Ability to work well under pressure
• Active listening skills
• Strong multi-tasking skills, organizational, time management, planning and problem-solving skills
• Self-sufficient, resourceful and works well with minimal supervision
• Excellent communication skills - both verbal and written word
  • Passionate and confident over the phone or through chat
  • Savvy and demonstrates creative solutions
  • Present a professional and polished yet friendly
  • Speed and accuracy when typing

What You Can Expect

• Pay rate of $23 per hour
• Health/Dental/Vision/Life Insurance
• 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)
• Employee Rewards Program (Perci Perks)

Office Location: 1800 Volvo Place, Mahwah, NJ 07430

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service - to be treated like you are the customer from day one

Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions

Respect - a team that is accountable, dependable, and gives you their full attention

Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth - lots of learning opportunities for aspiring minds

Diversity - be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

Percepta is an Equal Opportunity Employer.

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.