Remote - Kia Care, Customer Service Representative

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 technical and other select roles, your first day will be spent at our HQ in Medford, MA to facilitate a smooth onboarding experience. Willingness to travel is required, as you may need to attend on-site team meetings from time to time.

NOW HIRING! 🚗✨

Remote Total Case Specialists – Kia Consumer Affairs

We are currently hiring for Remote 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.

• Start Date: Monday, December 1st, 2025
• Training Schedule: 9:00 am to 5:30 pm EST, M - F for 6 weeks on Zoom. 
• Production Schedules: Monday - Friday shifts available. Full time only. 
• Pay: $16.50 per hour + bonus opportunities
• Bring-Your-Own-Device (BYOD): You will be required to provide your own compatible computer and equipment for this role.

 

About the Role

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 walk away feeling heard, valued, and confident in their ownership experience.

 

What You'll Do

• Manage a High Volume of Cases: Handle inbound customer calls and outbound follow-ups, resolving concerns such as warranty coverage, repair assistance, and service campaigns.
• Be the Customer’s Voice: Serve as the bridge between customers, dealerships, and Kia, 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.
• Collaborate for Success: Partner with dealerships, Kia, and internal teams to resolve issues related to vehicle repairs, backordered parts, and service coverage.
• 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 Remote Work: Thrive in a fast-paced, performance-driven environment where reliability, empathy, and quality service are recognized a