Spanish-English Customer Service Specialist

2 weeks ago

Mahwah, New Jersey, United States Percepta Full time
Seeking a Meaningful Career?

At Percepta, we are dedicated to creating a positive impact, and we are looking for talented individuals to join our mission. In this position, you will have the chance to shape your future while making a difference for countless others. If you are curious and eager to learn, we would love to hear from you.

Become a vital part of our customer support and roadside assistance team, providing exceptional service 24/7.

Key Attributes

We value humility and respect in our team members. You should be a curious listener, committed to finding the best solutions for each unique customer. Your focus on customer satisfaction and your ability to innovate when necessary are essential. You should enjoy learning and effectively communicating brand and technical concepts. A collaborative spirit and strong communication skills are crucial, along with a passion for helping others—interest in automobiles is a plus.

What to Expect
  • Competitive starting pay of $23 per hour ($21 base plus $2 bilingual premium)
  • Flexible hybrid work schedule
  • Comprehensive Health/Dental/Vision/Life Insurance
  • Flexible Spending Account (FSA) and Health Savings Account (HSA)
  • 401(k) with company matching
  • Paid Vacation/Sick Time and Holidays
  • Tuition Reimbursement opportunities
  • Employee Assistance Program
  • Discounts for employees
  • Training and Development Programs (Percepta College)
  • Employee Rewards Program (Perci Perks)
Responsibilities

As a Roadside Assistance Representative, you will deliver outstanding customer service by coordinating towing and roadside assistance for clients, addressing inquiries, and resolving complaints regarding their vehicles. You will represent the brand professionally and compassionately.

Daily Responsibilities Include
  • Organizing towing and roadside services for vehicle owners
  • Delivering top-notch customer support through various channels (calls, emails, chat, and SMS)
  • Responding to inquiries from vehicle owners and potential customers about products and services
  • Assisting customers in resolving their issues effectively
  • Ensuring customer satisfaction through diligent efforts
  • Escalating complex issues to senior team members when necessary
  • Maintaining accurate documentation in proprietary software
  • Reporting trends or concerns to management for further action
  • Completing additional tasks as required
Qualifications

To be successful in this role, you should possess a high school diploma and at least one year of customer service experience. A genuine passion for customer service and the ability to thrive in a fast-paced environment are essential.

Additional Information

This role requires:
  • Bilingual proficiency in Spanish and English, with the ability to pass assessments in both languages
  • Experience in roadside dispatching or emergency response is preferred
  • Ability to work independently and collaboratively
  • Strong written and verbal communication skills
  • A confident and adaptable communication style
  • Quick problem-solving skills with patience and empathy
  • Knowledge of the automotive industry is advantageous
  • Professional demeanor and customer-focused approach
  • Ability to make sound decisions under pressure
  • Skills in data analysis and trend tracking
Additional Notes
  • This is a 24/7 operation
  • Shift differentials available for evening hours
  • Paid training and ongoing product training provided
About Percepta

Founded in 2000, Percepta operates contact centers worldwide, delivering seamless customer experiences. Our core values guide our daily operations, and as a member of our team, you can expect:
  • A culture of service that prioritizes customer satisfaction
  • A supportive team environment that fosters growth and open communication
  • Respect and accountability among team members
  • A proactive approach to problem-solving and improvement
  • Opportunities for career advancement and personal development
  • A commitment to diversity and community engagement
  • Competitive compensation and benefits that promote overall wellness
Percepta is an Equal Opportunity Employer.

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