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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 www.agero.com. About the Role: Join our dynamic Kia Care Consumer Affairs team as a Remote Total Case Specialist, where you take charge of complete customer cases involving complex inquiries, warranty coverage, dealership complaints, troubleshooting technical features, and vehicle subscription services. Your role is pivotal in acknowledging all customer outreach, investigating customer concerns, and following up on customer requests to ensure an exceptional experience. Key Outcomes: As a Remote Kia Care Total Case Specialist, you'll be the reassuring voice on the other end of the line, helping customers navigate through challenging situations with their vehicles such as requests for warranty extensions, towing and rental coverage for repairs, service or sales complaints, and supporting customers with technical features like their Owner’s Portal, Bluetooth, radio, and navigation. 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: • Applicants are required to reside in the state of TN to be considered for this remote, work from home opportunity. • Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment. Prior work from home experience is a plus. • Must have strong computer skills, including the ability to open, create, and modify various documents using the Google Workspace (docs, sheets, slides, and Gmail) and enter/retrieve customer and vehicle information using web-based systems. • This is a bring your own device position, Kia Care Total Case Specialists must have a compatible home laptop or desktop computer with a secured high-speed int
