Remote - Kia Care, Customer Service Representative
Remote - Kia Care, Customer Service Representative
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Job Description
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 For technical and other select roles your first day will be spent at our HQ in Medford MA to facilitate a smooth onboarding experience. Willingness to travel is required as you may need to attend on-site team meetings from time to time.
NOW HIRING!
Remote Total Case Specialists Kia Consumer Affairs
We are currently hiring for Remote Total Case Specialists to take inbound calls in our Consumer Affairs department for Kia this role you will handle vehicle-related inquiries provide technical support and resolve complex customer issues with exceptional care.
About the Role
As a Total Case Specialist in Kia Consumer Affairs youll handle a wide range of customer cases related to vehicle concernsfrom warranty coverage and repair assistance to service campaigns technical support and dealership issues. Customers may reach out with general questions or in stressful situations and your role is to provide calm empathetic guidance every time.
Youll act as a trusted liaison between customers dealerships and Kiaensuring customers receive the help they need and walk away feeling heard valued and confident in their ownership experience.
What Youll Do
- Manage a High Volume of Cases: Handle inbound customer calls and outbound follow-ups resolving concerns such as warranty coverage repair assistance and service campaigns.
- Be the Customers Voice: Serve as the bridge between customers dealerships and Kia ensuring smooth communication and empathetic solutions.
- De-escalate and Resolve: Listen actively acknowledge concerns and deliver calm personalized support to frustrated callers while focusing on positive lasting resolutions.
- Collaborate for Success: Partner with dealerships Kia and internal teams to resolve issues related to vehicle repairs backordered parts and service coverage.
- Document with Care: Record all case details and customer interactions accurately ensuring timely follow-up and resolution.
- Provide Technical Guidance: Help customers troubleshoot vehicle features such as the Owners Portal Bluetooth infotainment radio and navigation with clear step-by-step support.
- Navigate Digital Tools: Use web-based systems and CRM tools to manage workflows coordinate service requests and track case progress.
- Excel in Remote Work: Thrive in a fast-paced performance-driven environment where reliability empathy and quality service are recognized and rewarded.
Your Impact
- Elevate the Customer Experience: Deliver empathetic personalized support that strengthens customer satisfaction and long-term loyalty.
- Build Brand Trust: Represent Kia with professionalism and care reinforcing the brands reputation for reliability and service excellence.
- Drive Service Excellence: Facilitate smooth communication between customers dealerships and Kia to ensure timely effective resolutions.
- Empower Customers: Help customers understand their vehicles features warranty coverage and available resources so they feel confident and informed in their ownership experience.
What Were Looking For
- Empathy in Action: You listen with care respond with compassion and support customers through stressful situations.
- Case Management Mastery: You take ownership of your work prioritize effectively and follow through on every case.
- Strong Communicator: You set clear expectations keep your word and build trust through empathetic two-way communication.
- Problem-Solver & De-escalator: You stay calm under pressure think critically and offer innovative solutions.
- Customer Advocate: You go the extra mile to ensure concerns are fully understood and resolved.
- Technical Support Skills: Youre comfortable troubleshooting infotainment navigation Bluetooth and other vehicle technologies with clear step-by-step guidance.
Position Requirements
- Location: Must currently reside in Alabama Arizona Florida Georgia Mississippi Tennessee or Virginia.
- Experience: 1 year in customer service sales or technical support (preferably in a fast-paced contact center). Previous remote work experience is a strong plus.
- Customer Focus: Genuine passion for helping others with proven experience in customer-facing or support roles.
- Technical Skills: Comfortable navigating Google Workspace (Docs Sheets Slides Gmail) and web-based systems to manage customer and vehicle information.
- Remote Readiness: Thrive in a remote work-from-home contact center environment collaborating effectively with peers and leaders.
- Flexibility: Availability for evenings weekends and peak times as needed.
- Background Check: Must pass a criminal background screening.
- Home Office Setup: Personal desktop/laptop computer wired high-speed internet webcam active cell phone and wired headset required.
Remote Technology Requirements
To succeed in this remote role associates must have their own compatible home equipment. All devices will be verified through a short systemcompatibility test during the hiring process.
Required Equipment & Specs:
- Computer: Personal desktop or laptop with Windows 10 or Windows 11
- Processor: 2 cores minimum 3.5 GHz (boosted/turbo speed)
- RAM: 8 GB or greater
- Storage: Minimum 20 GB free space
- Webcam
- Wired Headset
- Browser: Google Chrome 23 or Mozilla Firefox 3
- Internet: Secure wired high-speed connection
- Minimum upload: 6 Mbps
- Minimum download: 15 Mbps
- Maximum latency: 80100 ms
- Cell Phone: In-service device capable of SMS and app downloads (used for two-step authentication)
- Security: Device must be password-protected
Not Allowed:
- MacBooks iPads iMacs Chromebooks Surface Pros/Go Samsung Notebooks
- Mobile hotspots Wi-Fi only connections satellite internet USB tethering
- VPN privacy or proxy services
Important: All software must be installed on your physical machine not accessed through hosted PC services. If multiple Agero employees are using the same household network please let us know -additional information may be requested. Access via a public VPN service is strictly prohibited. If you are subscribed to any VPN privacy or proxy services they must be disabled while working.
Pay and Benefits
We believe in rewarding your work with fair pay great benefits and opportunities to grow.
- Pay: $16.50 per hour
- Incentives: Opportunity to earn up to 4% bonus
- Benefits Package Includes:
- Medical Dental and Vision insurance
- 401(k) with company match
- Paid Time Off
- Tuition Reimbursement
- Complimentary Roadside Assistance
- Employee Assistance & Work/Life Program (EAP)
- Career growth and advancement opportunities
Please Note: 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.
Training and Schedules
Your success starts with paid training and a clear path forward.
Start Date: This role is expected to start on Monday September 22 2025
Training Schedule: 11:00 am to 8:00 pm EST M-F for 6 weeks
Production Schedules: Full-time only. All shifts are M-F.
- 8:00 am to 5:00 pm EST
- 9:00 am to 6:00 pm EST
- 10:00 am to 7:00 pm EST
- 11:00 am to 8:00 pm EST
- 12:00 pm to 9:00 pm EST
Attendance during training isrequired for success. Your performance will be assessed throughout training and youll also have opportunities for cross-training to expand your skills and advance your career.
Hiring Remotely in: AL AZ FL GA MS TN and VA
Last day to apply: Friday 09/12/2025 at 5:00 pm EST.
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 our Kia Consumer Affairs team to deliver exceptional customer assistance. Enjoy world-class training ongoing support and advancement opportunities. Help customers through complex situations grow your career and make a genuine differenceapply now!
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.
*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.
Required Experience:
Unclear Seniority
Employment Type
Hourly
