Example Corp

Example Corp

Onsite, Total Case Specialist, Kia Care (Customer Service Rep)

Tennessee · Full-time

Sponsorship not specifiedDetected 1 day ago
CRMOutbound SalesExcelLogisticsCustomer SupportCommunicationMentoring

About the role

  • Customers may reach out with general questions or in stressful situations, and your role is to provide calm, empathetic guidance every time.
  • You'll act as a trusted liaison between customers, dealerships, and Kia - ensuring customers receive the help they need and hang up feeling heard, valued, and confident in their connected technology and ownership experience.

Responsibilities

  • De-escalate and Resolve: Listen actively, acknowledge concerns, and deliver calm, personalized support to frustrated callers while focusing on positive, lasting resolutions.
  • Document with Care: Record all case details and customer interactions accurately, ensuring timely follow-up and resolution.
  • Navigate Digital Tools: Use web-based systems and CRM tools to manage workflows, coordinate service requests, and track case progress.
  • Case Management & Multi-tasking Mastery: Manage multiple calls, dispatch requests, and systems efficiently.
  • Strong Communicator: You set clear expectations, keep your word, and build trust through empathetic two-way communication.
  • 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.
  • Career Growth & Development: Invest in your future with access to online skill-building courses, mentorship, and cross-training programs designed to build the expertise needed for advancement at Agero.

Requirements

  • Computer Proficiency & Technical Support Skills: Skilled at navigating multiple digital tools and CRM software confidently.
  • Attendance & Performance: 100% attendance is required during the training period to ensure your success.
  • Attendance is required and training schedules cannot be modified.

Nice to have

  • Prior experience in a fast-paced contact center is preferred.

Skills

  • Skilled at navigating multiple digital tools and CRM software confidently.
  • Able to type at least 45 wpm accurately on a computer keyboard.
  • Position Requirements
  • Professional Readiness: Thrive in a professional in-person 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.
  • Pay, Benefits, & Career Growth
  • Starting Pay: $16.50 per hour

Compensation

  • Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually.

Benefits

  • Medical, Dental, and Vision; 401(k) with match; Paid Time Off; Tuition Reimbursement; and Complimentary Roadside Assistance.
  • Opportunity to earn up to 4% semi-annual performance and attendance bonus +
  • Collaborate for Success: Partner with dealerships, Kia, and external & internal teams to resolve a range of issues related to in-car technology, subscription services, warranty coverage, and backordered parts.
  • 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.

Company info

  • Help customers understand their vehicle's features, warranty coverage, and available resources so they feel confident and informed in their ownership experience.
  • Serve as the bridge between customers, dealerships, Kia, and any third party vendors, ensuring smooth communication and empathetic solutions.
  • Be the Customer's Voice: Serve as the bridge between customers, dealerships, Kia, and any third party vendors, ensuring smooth communication and empathetic solutions.
  • Provide Technical Guidance: Help customers troubleshoot vehicle features such as the Owner's Portal, Bluetooth, infotainment, radio, and navigation with clear, step-by-step support.
  • What We're Looking For
  • Empathy in Action: You listen with care, respond with compassion, and support customers through stressful situations.
  • Able to speak to customers or providers on the phone, while typing detailed call notes, looking up information, and navigating multiple screens.
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