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

Agero

Clarksville, Tennessee, On Site Full-time Posted 8d ago
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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. * Computer Proficiency & Technical Support Skills: Skilled at navigating multiple digital tools and CRM software confidently. Able to type at least 45 wpm accurately on a computer keyboard. You’re comfortable troubleshooting infotainment, navigation, Bluetooth, and other vehicle technologies with clear step-by-step guidance.   Position Requirements: * Location: Must live in the state of TN (or KY) within 50 miles of our Clarksville contact center at 2971 International Blvd, Clarksville, TN 37040 as this role is onsite in our contact center office.  * Experience: 1+ year of continuous customer service, sales, or technical support, including in-person retail, hospitality food service, or administrative support. Experience in a fast-paced contact center is preferred.  * 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. * 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 located at our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040.  This is not a remote role. 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 + Shift differentials for working after 6pm and on weekends! ($1.75 to $2.50 per hour.)  * Benefits: Medical, Dental, and Vision; 401(k) with match; Paid Time Off; Tuition Reimbursement; and Complimentary Roadside Assistance. * 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.  * Compensation 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 * Attendance & Performance: 100% attendance is required during the training period to ensure your success. Your performance will be assessed throughout this time, and you will have ongoing opportunities for cross-training to expand your skills and advance your career. * Location: This is an in-person position located at our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040. This is not a remote role. Associates hired for this role are expected to work onsite * Mandatory Training: Each start date includes four weeks of mandatory paid training (Monday–Friday). Attendance is required and training schedules cannot be modified. * Production Schedules: After training, you will transition to your selected Production Schedule. These 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 then are eligible to request changes if desired. All schedule requests are subject to business needs. 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: CLASS A: Start Date: Monday, October 26th, 2026 * Training Schedule: 09:00 am to 05:00 pm EST. Monday - Friday for four weeks.  * Production Schedules: Full-Time only. All shift times are listed in Eastern Standard Time (EST).   * Mids/Afternoons: 12:00 pm - 08:30 pm (Sat/Sun off), 12:30 pm - 09:00 pm (Sat/Sun off)   CLASS B: Start Date: Monday, November 9th, 2026 * Training Schedule: 09:00 am to 05:00 pm EST. Monday - Friday for four weeks.  * Production Schedules:  * To Be Determined. Actual shift times are still pending and will be posted as soon as they are available. All shifts are full time, between the Kia hours of operation of 08:00 am - 09:00 pm EST, Monday - Friday.   What to Expect After You Apply:  * Immediately after you apply, check your inbox for a "Magic Link" from our vendor partner, Harver. * Complete your Harver Computer Skills Assessment right away. It only takes about 5-10 mins total to do this step. * Keep an eye on your text messages and email for an update. Qualified candidates will be sent a calendar link to schedule an interview on Zoom with a Recruiter.   Hiring In: * United States: Clarksville, Tennessee The anticipated closing date to submit applications for this role is October 14th, 2026 and October 28th, 2026 by 5:00 pm. Join our Greenhouse Candidate Portal to track your application status and receive instant alerts for future openings. The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees. National Pay Range $16.50 per hour USD   Life at Agero: At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're 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:  Agero’s 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 life’s milestones. * Bonus/Incentive Programs Join Agero and experience a workplace that invests in your success both personally and professionally. *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 required 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.

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