Remote - Kia Connect, Customer Care Specialist

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/.

About the Role:

Join our compassionate Consumer Affairs team as a Remote - Total Case Specialist, (Customer Service Representative) for Kia Connect in our virtual contact center. In this role, you will handle complex customer cases, from addressing inquiries and warranty coverage to resolving dealership complaints, troubleshooting technical features, and managing vehicle subscription services. You will also provide step-by-step support for issues related to vehicle infotainment systems, ensuring technical problems are resolved efficiently. Your focus will be on investigating customer concerns with empathy, offering thoughtful solutions, and providing personalized care.

Your Impact:

As a Total Case Specialist, you’ll play a critical role in shaping the customer experience. You’ll guide customers through challenges, such as warranty extensions and technical support for features like the Owner’s Portal, Bluetooth, radio, and navigation. By resolving issues with empathy and expertise, you’ll ensure customers feel valued and satisfied, enhancing their overall experience with Kia. Your efforts will foster trust and long-term loyalty, making a meaningful impact on both customer satisfaction and the Kia brand.

Your Key Responsibilities Include:

• Empathy in Action: Handle each customer interaction with genuine empathy, and act quickly and compassionately to support customers in stressful situations.
• Case Management & Multi-Tasking Mastery: Take ownership of your cases with sound independent decisions, prioritize your workload for timely follow-ups, multitask effectively, and keep detailed notes while navigating web-based systems.
• Effective Two-way Communication: Communicate empathetically with customers, set clear expectations, keep your word, and collaborate with dealerships, managers, and clients to resolve issues.
• Problem-Solving & De-Escalation Skills: Use critical thinking to resolve challenging complaints, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations. 
• Customer Advocate Extraordinaire: Act as a dedicated advocate for customers, ensuring their concerns are fully understood and providing step-by-step support to make them feel heard and cared for.
• Technical Support Expertise: Showcase your technical skills by troubleshooting issues with the vehicle's remote command, Infotainment, navigation, or Bluetooth systems, and offering easy-to-follow instructions for customers of all technical skill levels.

Skills and Qualifications:

• Genuine passion for helping others, supported by previous experience in customer-facing or support roles. 
• Experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment.
• Strong computer skills, with an average typing speed of 35 words per minute or more.
• Experience with Google Workspace (Docs, Sheets, Slides, Gmail), including the ability to open, create, & edit documents, as well as send emails with attachments, and skilled in navigating web-based CRMs. 
• Be