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Bilingual Spanish Customer Support Representative

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.

What You'll Be Doing:

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

What You Can Expect:

• 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).

A Bit More About Your Role:

The position is working fully onsite in Mahwah, NJ. Must live within a commutable distance to the office. The hours of operation are 6:00 AM to 9:00 PM, 7 days a week. Full-time hours are available.

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.