Job Description **Requisition Title**
: Customer Support Representative (Bilingual French) ( 02UED ) we bring first-class service across each market we support. As a **Customer Support Representative (Bilingual French)** in **Mahwah, NJ** , youll be a part of the * Coordinate towing and roadside services for owners
* Provide highest level of customer support through omni-channel solution (voice calls, emails, chat, and SMS)
* Answer questions to Volvo Car owners and prospects about product purchase or familiarization
* Have the authority to handle customers who contact Volvo to facilitate resolution of their issues
* Make all reasonable efforts to ensure customer satisfaction
* Escalate issues to senior team members
* Be responsible for proper documentation and coding in Volvo proprietary software
* Advise 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
* Complete additional tasks/projects as needed
* High school diploma (or equivalent) required; College degree is a plus
* Bilingual English and Canadian French must be able to pass verbal and written assessments
* Roadside dispatching or emergency call response experience is preferred, but not required
* Prior call center and work-from-home experience is preferred
* Excellent written and oral communication skills required
* Proficient with use of technology, systems, and software
* Ability to utilize a PC to communicate with others
* People-oriented and great at building relationships
* Broad knowledge of the automotive business preferred
* Works independently using both logic and intuition to reach appropriate conclusions
* Displays a strong customer focus, awareness, and sensitivity with the ability to gain trust and respect of colleagues and customers
* Makes appropriate decisions and exhibits sound judgment
* Listens to others and respects differences of opinion
* Analyze data, track trends, and retrieve relevant information to complete a task
* The center is a 24/7/365 operation
* **Shift differential**: Additional pay of $1.00/hour will be paid to those who work between the hours of 8:00PM-6:00AM ET.
* Position includes a paid training period, and recurrent or new product training is provided as needed
* Center location is in Mahwah, NJ
* Training will be M-F, 9am-6pm ET for a duration of approx. 3 weeks. Virtual Training provided.
**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.
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