Onsite - Kia Care, Customer Service Representative

About Agero:

Wherever drivers go were leading the way. Ageros 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 were 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 HIRING!

We are currently hiring for On-site Customer Service Representative Total Case Specialists in Clarksville TN to take inbound calls in our Consumer Affairs department for Kia Care. In this role you will handle vehicle-related inquiries provide technical support and resolve complex customer issues with exceptional care.

Start Date: Monday July 21 2025

Training Schedule: 08:00 am to 04:30 pm CST M-F for 6 weeks

Production Schedule: 08:00 am to 04:30 pm CST M-F. Full time only.

About the Role:

As a Total Case Specialist in Kia Consumer Affairs youll manage a wide range of complex customer cases related to vehicle issues including repair assistance service campaigns warranty extensions and coverage inquiries. Youll also address dealership complaints backordered parts and technical issues helping customers resolve concerns with vehicle features like the Owners Portal Bluetooth radio and navigation.

Customers reach out to Consumer Affairs with general inquiries as well as stressful vehicle-related concerns. Your responsibility will be to provide calm empathetic guidance tailored to each unique situation. Serving as a key liaison between customers dealerships and Kia youll ensure customers receive the necessary assistance for their vehicles. Your role is essential in delivering exceptional service ensuring customers feel heard valued and confident in their ownership experience.

Please Note: This is an in-person position located at our Clarksville TN contact center at 2971 International Blvd Clarksville TN 37040. Associates hired for this role are expected to work on-site.

Your Impact:

• Elevate Customer Experience & Brand Loyalty: Resolve complex vehicle issues with personalized empathetic support directly impacting customer satisfaction and fostering lasting brand loyalty. Assist in providing crucial feedback to Kia actively shaping process improvements.
• Reinforce Brand Trust and Reliability: Serve as a positive representative of the Kia brand strengthening its reputation for reliability and exceptional customer-centric service.
• Drive Service Excellence: Facilitate seamless communication and collaboration between customers dealerships and Kia ensuring timely and effective resolutions to complex issues.
• Empower Informed Customers: Equip customers with the knowledge and tools they need to understand and utilize their vehicles features and warranty coverage fostering confidence and independence in their Kia ownership experience.

What Youll Do:

• Manage a High-Volume of Cases: Manage a high-volume of inbound customer cases and outbound follow up calls. Effectively handle concerns with vehicle issues repair assistance service campaigns and warranty extension requests to ensure customers receive appropriate assistance.
• Give the Customer a Voice: Serve as a trusted liaison between customers dealerships and the auto manufacturer facilitating smooth communication and resolution with empathy care and effective solutions.
• De-escalate and Resolve: Calm frustrated callers with active listening empathetic acknowledgment of concerns and a personalized approach to investigate and resolve issues. Provide creative solutions while focusing on delivering a positive experience that strengthens brand reputation and fosters long-term customer loyalty.
• Have a Seat at the Table: Collaborate with dealerships the auto manufacturer and internal teams to resolve issues related to vehicle repairs parts and service coverage. Ensure transparency in explaining warranty coverage and assist with warranty extensions when needed to ensure a fair and informed experience for customers.
• Document with Precision and Care: Accurately document all case details and customer interactions ensuring no issue is overlooked. Drive timely resolutions by actively following up on each case leveraging web-based systems to manage workflows and access information quickly.
• Provide Expert Technical Assistance: Offer clear easy-to-understand step-by-step technical support for vehicle features and related technologies empowering customers to troubleshoot effectively.
• Navigate Multiple Digital Tools with Ease: Seamlessly use web-based tools and CRM systems to coordinate service requests accurately and efficiently while documenting call notes and interactions thoroughly.
• Thrive in a Remote Environment: Excel in a fast-paced performance-driven remote work setting where high-quality service reliability and continuous learning are recognized and rewarded.

What Were Looking For:

• Empathy in Action: Handle each customer interaction with genuine empathy acting quickly and compassionately to support customers in stressful situations.
• Case Management & Multi-Tasking Mastery: Take ownership of your cases make sound independent decisions prioritize your workload for timely follow-ups and multitask effectively while navigating web-based systems.
• Effective Two-Way Communication: Communicate empathetically with customers set clear expectations keep your word and collaborate with dealerships managers and clients to resolve issues.
• Problem-Solving & De-Escalation Skills: Use critical thinking to resolve challenging complaints stay calm and solution-focused under pressure and deliver innovative solutions that exceed customer expectations.
• Customer Advocate Extraordinaire: Act as a dedicated advocate for customers ensuring their concerns are fully understood and providing step-by-step support to make them feel heard and cared for.
• Technical Support Expertise: Showcase your technical skills by troubleshooting issues with the vehicles remote command Infotainment navigation or Bluetooth systems and offering easy-to-follow instructions for customers of all technical skill levels

Position Requirements:

• Must live within 50 miles of our Clarksville TN contact center at 2971 International Blvd Clarksville TN 37040
• 1 year of previous experience in a customer service sales or technical support role preferably in a fast-paced contact center environment.
• A genuine passion for helping others supported by previous experience in customer-facing or support roles.
• Strong computer skills including the ability to open create and modify various documents using Google Workspace (Docs Sheets Slides Gmail) and enter/retrieve customer and vehicle information using web-based systems.
• Ability to work collaboratively and effectively in an in-person office environment..
• Availability to work flexible hours including evenings and weekends to accommodate varying customer needs and peak call times.
• Must be able to successfully pass a criminal background check.

Pay and Benefit Information:

Actual salaries may vary and may be above or below the range presented based on various factors including but not limited to work location experience job related skills and relevant training and education.

• Pay: $16.50 per hour
• Incentives: Opportunity to earn up to up to 4% bonus
• Benefits: Medical Dental Vision 401K Tuition Reimbursement Paid Time Off Complimentary Roadside Assistance Career Advancement Associate Assistance & Work/Life Program (EAP) and more.

Start Date Training and Production Schedules:

Your attendance during training is vital for your success and your performance will be assessed throughout the process. Paid training will be held Monday through Friday with class times varying. Please ensure you can commit to the full training schedule before joining. We are committed to your professional growth and career advancement. As part of your development youll have the opportunity for cross-training in additional skill sets helping you expand your expertise and advance within the company!

• Start Date: This role is expected to start on Monday July 21 2025
• Training Schedule: 8:00 am to 4:30 pm CST M-F for 6 weeks
• Production Schedule:: 8:00 am to 4:30 pm CST M-F. Full-time only

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 join ourClarksville TN team to deliver exceptional customer assistance. Enjoy world-class training ongoing onsite support and advancement opportunities. Help customers through complex situations grow your career and make a genuine differenceapply now!

Hiring On-site in: Clarksville TN

Last Day to Apply: Friday 07/06/2025 at 5:00 pm CST.

Life at Agero:

At Agero youll find a workplace where your unique perspective is not just welcomed its celebrated. We believe that our differences make us stronger and were committed to creating an environment where every employee feels a sense of belonging. If youre looking for a company that values your individuality provides opportunities for growth and champions open communication Agero is the place for you. Join our team and help us drive the future of driver assistance while experiencing a workplace where you can truly thrive.

Benefits Built for Well-being:

Ageros innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being encourage personal development and ensure financial stability. Our benefits include:

• Health and Wellness: Healthcare dental vision disability life insurance and mental health benefits for associates and their families.
• Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
• Work-Life Balance: Flexible time off paid sick leave and ten paid holidays annually.
• For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year paid sick leave and ten paid holidays annually.

• Family Support: Parental planning benefits to assist associates through lifes milestones.
• Bonus/Incentive Programs

Join Agero and experience a workplace that invests in your success both personally and professionally.

Note: Please be aware that this role may necessitate an in-person interview and/or travel to one of our office locations for the initial day of onboarding. This expectation will be set in the Recruiting process.

*It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.