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

Agero Overview Agero’s mission is to rethink the vehicle ownership experience through passionate people and data‑driven technology, strengthening our clients’ relationships with their customers. As a leading B2B white‑label provider of digital driver assistance services, we offer a dispatch management platform, accident management services, consumer affairs, connected vehicle capabilities, and a partner ecosystem that covers over 150 million vehicle points. We respond to approximately 12 million service events annually and are headquartered in Medford, Mass., with operations throughout North America. Role Description and Mission This is an in‑person position located at our Clarksville, TN contact center at 2971 International Blvd. Associates hired for this role are expected to work onsite. Assignees may be required to travel to Medford for initial onboarding; once hired, Agero will handle all travel arrangements and expenses. Agero is hiring Onsite Total Case Specialists 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. Key Outcomes Manage a High Volume of Cases : Handle inbound calls and outbound follow‑ups to resolve concerns, from troubleshooting Kia Connect and mobile app integration to navigating warranty coverage, repair assistance, and service campaigns. Be the Customer’s Voice : Serve as the bridge between customers, dealerships, Kia, and any third‑party vendors, 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. 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 brand’s 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 vehicle’s features, warranty coverage, and available resources so they feel confident and informed in their ownership experience. 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. 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 Owner’s 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 Our In‑Person Contact Center : Thrive in an independent, performance‑driven onsite office environment where reliability, empathy, and consistent quality service are recognized and rewarded. Skills, Education & Experience Empathy in Action : Listen with care, respond with compassion, and support customers through stressful situations. Case Management & Multi‑tasking Mastery : Manage multiple calls, dispatch requests, and systems efficiently while typing detailed call notes. Strong Communicator : Set clear expectations, keep your word, and build trust through empathetic two‑way communication. Problem‑Solver & De‑escalator : Stay calm under pressure, think critically, and offer innovative solutions. Customer Advocate : Go the extra mile to ensure concerns are fully understood and resolved. Computer Proficiency & Technical Support Skills : Navigate multiple digital tools and CRM software confidently. Type at least 45 wpm accurately. Troubleshoot infotainment, navigation, Bluetooth, and other vehicle technologies with clear step‑by‑step guidance. Position Requirements Location : Must live in TN or KY within 50 miles of the Clarksville contact center. Experience : 1+ year of continuous customer service, sales, or technical support, including in‑person retail, hospitality, or administrative roles. Experience in a fast‑paced contact center preferred. Customer Focus : Genuine passion for helping others with proven experience in customer‑facing or support roles. Technical Skills : Comfortable navigating Google Workspace and web‑based systems to manage customer and vehicle information. 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. Onsite Role : This is an in‑person position at 2971 International Blvd, Clarksville, TN 37040. Associates hired for this role are expected to work onsite. Pay, Benefits & Career Growth Starting Pay : $16.50 per hour. Bonus and Incentives : Opportunity to earn up to 4% semi‑annual performance and attendance bonus plus shift differentials for working after 6 pm and on weekends ($1.75 to $2.50 per hour). Benefits : Medical, Dental, and Vision; 401(k) with match; Paid Time Off; Tuition Reimbursement; Complimentary Roadside Assistance. Career Growth & Development : Access to online skill‑building courses, mentorship, and cross‑training programs designed to build the expertise needed for advancement at Agero. Training and Schedules Attendance & Performance : 100% attendance is required during the training period. Performance will be assessed throughout, with ongoing opportunities for cross‑training to expand your skills. Location : This is an in‑person position at 2971 International Blvd, Clarksville, TN 37040. Associates hired for this role are expected to work onsite. Mandatory Training : Each start date includes six weeks of mandatory paid training (Monday‑Friday). Attendance is required and training schedules cannot be modified. Production Schedules : After training, you will transition to the selected Production Schedule. Shifts are based on current business needs and vary by start date. Weekends off. Full-Time Availability : This is a full‑time position only. Commitment : Production schedules are static. New hires must keep their selected schedule for 90 days and can request changes thereafter. Our associates participate in semi‑annual shift bids. Selection Process : Schedules are chosen during the offer process on a first‑come, first‑served basis. Available shifts are subject to change based on business requirements. Kia Care Consumer Affairs Hours of Operation : 08:00 am to 09:00 pm EST, Monday through Friday. Full‑time only. Upcoming Training Classes Start Date : August 10th, 2026. Training Schedule : 09:00 am to 05:00 pm EST, Monday‑Friday for six weeks. Production Schedules 08:00 am – 05:00 pm EST – Saturday/Sunday off 08:30 am – 05:30 pm EST – Saturday/Sunday off 09:00 am – 06:00 pm EST – Saturday/Sunday off 11:00 am – 08:00 pm EST – Saturday/Sunday off 11:30 am – 08:30 pm EST – Saturday/Sunday off 12:00 pm – 09:00 pm EST – Saturday/Sunday off Benefits Built for Well‑Being 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 life’s milestones. Bonus/Incentive Programs Legal & Compliance Applicants must be currently authorized to work in the United States on a full‑time basis. This position is not eligible for employer visa sponsorship now or in the future. 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. #J-18808-Ljbffr