Digital Support Representative - supporting Volvo Cars

Volvo Digital Support Representative

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

As a Digital Support Agent, you will provide real-time assistance through Volvo’s chat, social media, and Email channels, supporting customers with vehicle questions, service needs, policy clarification, and general inquiries. You will act as a digital brand ambassador, ensuring every digital interaction reflects Volvo’s values and customer-first mindset.

During a Typical Day, You’ll

Customer Digital Support

• Respond to inbound customer chats and emails in a professional, friendly, and timely manner.
• Deliver clear, accurate, and empathetic written communication tailored to customer needs.
• Resolve inquiries efficiently while maintaining a high-quality customer experience.

Issue Resolution & Escalation

• Assess customer concerns and determine appropriate resolution or escalation pathways.
• Escalate complex, sensitive, or unresolved concerns to the appropriate internal teams following established guidelines.
• Provide clear next steps and set accurate expectations with customers.

Product & Policy Knowledge

• Maintain strong working knowledge of Volvo vehicles, services, warranties, and customer care policies.
• Utilize internal knowledge tools and resources to ensure consistent and accurate responses.

Documentation & Systems

• Accurately document chat and email interactions and outcomes in CRM systems.
• Ensure case notes are complete, clear, and compliant with Volvo documentation standards.

Performance & Quality

• Meet or exceed performance metrics including chat response time, resolution rate, quality scores, and customer satisfaction.
• Adhere to schedule and workforce management expectations.
• Participate in coaching, quality reviews, and ongoing training initiatives.

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.
• Exceptional customer service
• Automotive Industry
• 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)
• 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

• Hours of operations are 7 am to 9 pm, 7 days a week.
• 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
• Speed and accuracy when typing

About Percepta

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.
• 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.

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