Digital Support Representative - INTERNAL ONLY
hace 1 día
Northvale
Job DescriptionRequisition Title: Digital Support Representative - INTERNAL ONLY (048D6) US-NJ-RockleighDescription Volvo Digital Support Representative (Internal Only) 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 What You’ll Be Doing 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. During a Typical Day, You’ll · 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. · 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. What You Bring to the Role · 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. o Exceptional customer service o Automotive Industry o Cutting edge technology What You Can Expect · Pay rate of $23.00 per hour · Competitive Salary with Incentives · 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) A Bit More About Your Role • Shift: 12 pm to 9 pm Thursday to Monday, • 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 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 Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to 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. #LI-onsite