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Customer Care Nester

We're leading. Will you?

At Volvo Cars, we are always looking for world-class leaders who bring out the best in our people. If you want to be part of leading and inspiring our mission to change the automotive experience and make people’s lives less complicated, then we have the job for you.

 

Customer Care Nester

Mahwah, NJ

 

Who we are   
Customer Care is an enthusiastic, dynamic organization within Volvo Cars, providing consumers world- class customer care by engaging them with our products, services and offers. Operating from Volvo Cars’ headquarters in Gothenburg, and Customer Care Centres across the world, Customer Care is spearheading the company’s fast transformation, building high quality, long-lasting relationships directly with our consumers. As we accelerate our online business, turning Volvocars.com into a fully-fledged online sales channel, Customer Care plays an essential role in supporting consumers as they learn about and shop for our cars.   

To keep up with Volvo Cars’ bold ambitions to go electric and online, Customer Care is expanding all over the world, and developing our service offer. This will allow us to use new technology to meet consumers’ expectations, delivering personal, effortless and respectful experiences. To succeed, we need the right talent, and that’s where you come in!   

Together we have a unique opportunity to shape a world-class consumer experience and be part of an exciting journey! 

 

What you will do:

The Customer Care Nesting Manager will have overall responsibility for supervising teams of new specialists as they complete training and begin their “nesting” phase. This role will report to the Head of Customer Care in Americas Customer Care Hub, bridging the gap between learning and production environments. This person will lead, motivate, coach and promote a positive, dynamic sales and service culture. Ensuring a quality experience is key; being defined as verifying that all engagements between our customers and consumer relations team are structured to be human, engaged, concise, and resolved to meet or excel our customer's expectations.  

Our vision: “We provide consumers world-class customer care by engaging them with our products, services and offers”. 

 

Key responsibilities:

  • Supervise, manage, motivate and encourage new team members through regular communication and feedback to deliver luxury service to Volvo clients 

  • Use data to identify areas of opportunity, and develop action plans to improve KPIs and close performance gaps 

  • Accountable for time to productivity metric for new specialists 

  • Monitor and analyze team results to identify and resolve performance trends to ensure the attainment of goals and targets 

  • Establish peer-to-peer relationships with other Managers to enhance process efficiency 

  • Ensure that weekly performance reviews and feedback is provided to all levels of employees to ensure a highly engaged workforce 

  • Responsible for hiring, separation, and performance management discussions 

 

You and your skills:

  • 3-5 years of supervisory experience in a similar role within a Contact Center or similar environment requiring agent coaching, team management and systems utilization towards service objectives; luxury experience preferred 

  • Fluent English, superior oral and written skills 

  • Energetic with a flexible approach  

  • Ability to communicate to stakeholders at various levels of the organization    

  • Dealing with complex issues surrounding compliance and best practice  

  • Strong computer skills and comfort in navigating multiple systems 

  • Problem analysis and solving skills, demonstrating good judgment 

  • Strong organizational and planning skills including Workforce Management 

  • Must be able to work flexible hours; schedules will vary based on nester hours 

 

Diversify our future: 

Volvo Cars is an equal opportunities employer. We are a company for people who care about other people and for the world we live in. We celebrate diversity and inclusion in the workplace and are committed to equality of opportunity for all employees and employment practices, including hiring, recruiting, and promotion. It’s what you do that counts and we are always looking to expand perspectives and voices to shape our future. With us, you can truly be yourself, embrace new opportunities, thrive and a make a difference. 

 

 

Who are we?

Everything we do starts with people. Our purpose is to provide freedom to move, in a personal, sustainable and safe way. We are committed to simplifying our customers’ lives by offering better technology solutions that improve their impact on the world and bringing the most advanced mobility innovations to protect them, their loved ones and the people around them. 


Volvo Cars’ continued success is the result of a collaborative, diverse, and inclusive working environment. The people of Volvo Cars are committed to making a difference in our world. Today, we are one of the most well-known and respected car brands, with over 40,000 employees across the globe. We believe in bringing out the best in each other and harnessing the true power of people. At Volvo Cars your career is designed around your talents and aspirations so you can reach your full potential. Join us on a journey of a lifetime as we create safety, autonomous driving and electrification technologies of tomorrow.

Mahwah, NJ, US

Job requisition ID:  62545

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