Location: All cities,NJ, USA
Job Description **Requisition Title**
: Remote Bilingual French Customer Support Rep - Volvo Roadside Assistance ( 02UED ) **Competitive compensation** - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs include incentivesand promote physical, mental, and financial wellness. **Pay:** Total Pay rate is $18.00 per hour, inclusive of base pay of $16.00 per hour + $2.00 per hour premium for the bilingual French skill with competitive benefits package including Medical, Dental, Vision, 401K, tuition reimbursement program, and much more. **Location:** Mahwah, NJ or Fully Remote * Coordinate towing and roadside services for owners
* Bilingual English and Canadian French must be able to pass verbal and written assessments
* Prior Working from Home Experience
* 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
* 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
* 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
* Roadside dispatching or emergency call response experience is preferred but not required
* Prior Call Center 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.