Temporary Contractor - Remote, Customer Service Representative (PARAMOUNT)

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/.

 

Now Hiring: We are currently partnering with Paramount to hire for Temporary (Contract) Remote Spike Agents to assist with inbound and outbound calls in our Consumer Affairs department for Kia. In this role, you will handle vehicle-related inquiries, provide follow-up support, and help to resolve customer service issues with exceptional care.

 

About the Role: 

As a Kia Spike Agent, you’ll handle inbound intake calls to create new Consumer Affairs cases and conduct outbound calls to follow up with customers, dealerships, and internal team members. You’ll play a critical role in ensuring customer issues are captured accurately and in a timely manner, while also helping to move complex cases forward by gathering additional context and closing any communication gaps between the manufacturer and dealers. Spike Agents directly support Total Case Specialists by helping to collect initial information from customers and ensuring follow-up tasks with dealerships are completed efficiently. You’re the front line of support and a key part of delivering a seamless, caring experience for Kia owners.

  Your Impact:

• Kickstart the Customer Journey: Provide an empathetic and efficient first impression as you intake calls and set up customer cases with care and attention to detail.
• Support Case Progression: Conduct timely outbound calls to dealerships to collect updates on service campaign progress or assist with special request follow-ups.
• Bridge Communication Gaps: Act as a liaison between the customer, the dealership, and internal teams to ensure all parties are aligned and informed.
• Reinforce Brand Confidence: Represent Kia with professionalism and positivity, leaving customers and dealerships with a great impression of the support experience.

  What You’ll Do:

• Intake Calls: Answer inbound customer calls to gather relevant details and create new Consumer Affairs cases for the Total Case Specialists to manage.
• Outbound Dealership Calls: Follow up with dealerships regarding open cases, service campaign progress, and special case types, ensuring timely communication and case movement.
• Provide Clear, Empathetic Support: Set the tone for a positive customer experience, using empathy, professionalism, and efficiency to handle each interaction.
• Navigate Digital Tools: Use web-based CRM and case management platforms to document case details, track updates, and communicate efficiently.
• Collaborate Across Teams: Partner closely with TCS team members, dealerships, and internal stakeholders to ensure smooth case transitions and accurate information gathering.

 

What We’re Looking For:

• Strong Communicators: You can explain complex topics clearly and empathetically—whether speaking to a stressed customer or a dealership service advisor.
• Detail-Oriented Intake Specialists: You know how to gather the right info and enter it accura