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

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 https://www.agero.com/.
Note: For our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don't worry about the logistics - once you're hired, we handle all travel arrangements and expenses for you.
Role Description and Mission:
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 train and commit to working onsite.
Agero is currently hiring for 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.
As a Total Case Specialist in Kia Consumer Affairs, you’ll handle a wide range of customer cases related to vehicle concerns - from 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.
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.
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 style environment where reliability, empathy, and consistent quality service are recognized and rewarded. Connect directly with your teammates, peers, and leaders while working face-to-face and online using Zoom and Google Chat. Team work and positive attitude required.
Skills, Education, & Experience:
Empathy in Action: You 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. Able to speak to customers or providers on the phone, while typing detailed call notes, looking up information, and navigating multiple screens. 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.