Remote – Kia Care, Customer Service Representative

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

About the Role:

Join our compassionate Kia Care Consumer Affairs team as a Remote Total Case Specialist. In this role, you’ll navigate complex customer cases, from addressing inquiries and warranty coverage to resolving dealership complaints, troubleshooting technical features, and managing vehicle subscription services. Your primary focus will be to investigate customer concerns, deliver tailored solutions, and ensure each customer receives exceptional care.

Key Outcomes: 

As a Remote Kia Care Total Case Specialist, you’ll play a pivotal role in shaping the customer experience. You’ll be the comforting voice that guides customers through challenging situations, from navigating warranty extensions to providing technical support for features like the Owner’s Portal, Bluetooth, radio, and navigation. Your efforts will make a genuine difference by resolving issues with empathy, ensuring customers feel valued, and enhancing their overall satisfaction with Kia Care.

Your primary responsibilities include:

• Empathy in Action:
• Approach every customer interaction with genuine empathy, understanding the human side of their situation. 
• Uphold company integrity and client brand while empathizing with customers’ unique challenges.
• Act with a sense of urgency and compassion, ensuring customers feel supported during stressful situations.
• Case Management & Multi-Tasking Mastery:
• Embrace ownership of your cases, by making independent decisions and managing them with finesse from start to finish. 
• Prioritize your workload strategically, ensuring that all customers are followed up with in a timely manner. 
• Showcase your impressive multitasking skills as you navigate multiple cases simultaneously.
• Take detailed notes with precision, capturing the customer’s situation while on the phone with them and navigating multi-screen web-based computer systems efficiently. 
• Effective Two-way Communication:
• Communicate clearly and professionally with customers to gather necessary information and provide assistance.
• Collaborate with dealerships, district managers, field representatives & clients, conveying accurate details for efficient problem resolution.
• Problem-Solving & De-Escalation Skills:
• Employ critical thinking and problem-solving skills to address a variety of challenging customer situations and/or complaints requiring interpretation, investigation and follow-up. 
• Handle high-stress scenarios with composure, ensuring a positive and reassuring customer experience.
• Face problems head-on, consistently delivering innovative resolutions that leave customers saying, “Wow!”
• Customer Advocate Extraordinaire:
• Act as a dedicated advocate for customers, ensuring their inquiries are not just heard but thoroughly understood.
• Follow each case meticulously, providing support every step of the way to guarantee timely resolution and maximum satisfaction.
• Technical Support Expertise:
• Demonstrate your technical skills by providing support to customers with their vehicle’s remote command, Infotainment, Navigational, or Bluetooth systems.
• Effectively walk the customer through the steps to resolve their technical inquiries.

Qualifications:

• Passion for helping others and exceptional communication and problem-solving skills.
• Strong computer and technical proficiency, including Google Workspace (Docs, Sheets, Slides, Gmail).
• Ability to work effectively in a remote environment with a compatible home computer, secured high-speed internet, webcam, and wired headset.
• Previous experience in customer service, sales, or technical support is preferred.
• Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virgina

Click here to learn more about pay, benefits, and training!

Click here to learn more about work from home computer and internet requirements!

We want to hear from you:

If you are driven by a passion for helping others and are committed to going above and beyond to make a positive impact, we want to hear from you! Join our team as a Remote Kia Care Total Case Specialist, where you’ll have the opportunity to deliver exceptional service, resolve complex issues, and create memorable experiences that leave customers saying, “Wow!” Apply now to make a real difference and thrive in a rewarding remote work environment.

D, E & I Mission & Culture at Agero:

We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.

The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage – ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.

THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.

To review Agero’s privacy policy click the link: https://www.agero.com/privacy.

• Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact [email protected].
• Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero’s recruiting team directly at [email protected].

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