Digital Support Representative

Job Description - Digital Support Representative (04AO7)

US-NJ-Mahwah

At Percepta, we bring first‑class service across each market we support. As a Volvo Digital 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.

Associates on this team provide world‑class customer service by resolving customer complaints, making outgoing survey calls, addressing customers’ questions regarding their vehicle and more. Represents Volvo Cars North America to Volvo owners in a professional, caring manner. Maximizes opportunities by coordinating efforts to handle/resolve customer contacts utilizing available Region/Retailer personnel and resources to increase customer satisfaction and retention.

• 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 online 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.
• Act as a brand ambassador of Volvo Cars by monitoring, engaging, and responding to all specified activity in social listening tool / digital engagement. Example, direct messages on Facebook & Twitter, hashtag conversations relevant to our brand, Instagram direct messages, comments & tags etc.
• Act as a direct point of contact for customers ensuring customers are assisted properly and that all their questions and concerns are addressed in a timely manner.
• Handles inbound customer inquiries / complaints via Facebook, Twitter, Instagram, Quiq and other social platforms.
• Advises of any trends or concerns with customer handling (or product/service‑related issues) to the Customer Care Center Manager, Supervisor, Team Leader and/or appropriate Field Manager for action.
• Responsible for proper documentation and coding in our proprietary software.
• Authority to handle customers who contact Volvo to facilitate resolution of their issues.
• Complete additional tasks/projects as needed.

• College degree preferred, or equivalent work experience.
• 3-5 years of relevant work experience.
• 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.
• Cutting edge technology.

• Pay rate of $23.00 per hour.
• Competitive Salary with Incentives.
• 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).

• Excellent customer service ability.
• Ability to maneuver through various systems to provide the dealer accurate information.
• Displays professionalism and 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 with patience and empathy.
• Willingness to take on new assignments.
• Good reliability.
• Ability to multi‑task.
• Ability to work well under…