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Tier I Volvo Frontline Support Representative

February 21, 2026

At Percepta, we bring first-class service across each market we support. As a Tier 1 Volvo Frontline 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
The Volvo Tier 1 Frontline Support Representative provides world-class, exceptional customer service by coordinating towing and roadside assistance, resolving customer issues, and answering vehicle-related questions. Representing Volvo Cars USA, the Representative ensures customer satisfaction through a professional, caring approach always.

During a Typical Day, You’ll

· Coordinate towing and roadside assistance for Volvo car owners.

· Deliver high-quality customer support via inbound and outbound voice calls, emails, SMS, and chats

· Navigate systems efficiently to provide accurate, timely, and courteous manner

· Document and all customer interactions in the appropriate systems

· Assist customers with product-related inquiries using all available resources

· Take ownership of resolving customer issues within authority, ensuring customer satisfaction

· Escalate complex issues to Tier 2 support or management when necessary

What You Bring to the Role

Education

· High School diploma required, College degree a plus

Experience

· 1-3 years of relevant call center/customer service work experience preferred

Skills

· Roadside dispatching or emergency response experience preferred

· Ability to work both independently and as part of a team

· Strong decision-making skills, using logic and intuition

· Excellent organizational skills

· Excellent communication skills, both written and verbal

· Comfortable communicating via phone, email, text, or other written forms, adjusting style as needed

· Creative problem-solving and troubleshooting abilities

· Speed and accuracy in typing

What You Can Expect

· Total of $21.00 per hour.

· The facility is inviting, with a coffee bar, a gym, a cafeteria, and great work culture.

· 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)

Additional

The position is working fully onsite in Mahwah, NJ. Must live within a commutable distance to the office.

The hours of operation are 6 am to 9 pm, 7 days a week. Full-time hours are available.

Seeking associates who are flexible between 6 am and 9 pm, 7 days a week, for a full-time 40 hour work week.

Next training date is estimated to be April 13, 2026.

About Percepta
Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for 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.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

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4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...