Remote - Kia Care, Tech Support & Customer Service Representative

Agero • Birmingham, AL

3d • $17 • Remote

About The Position

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. ✨ 📢 NOW HIRING! Remote Connect Total Case Specialists – Kia Consumer Affairs 🎧 🚗 We are currently hiring for Remote Connect Total Case Specialists to take inbound calls in our Consumer Affairs department for Kia Connect. In this role, you will handle vehicle-related inquiries, provide technical support, and resolve complex customer issues with exceptional care. As a Connect Total Case Specialist in Kia Consumer Affairs, you’ll handle a wide range of customer cases related to the modern driving experience - from infotainment troubleshooting and mobile app connectivity to warranty coverage, technical support, and dealership issues. While your primary focus is the Kia Connect digital ecosystem, including the Kia Owners Portal and vehicle subscription services - you are a versatile advocate prepared to assist with traditional vehicle concerns when needed. Customers may reach out with general technology questions or in stressful situations, and your role is to provide calm, clear, 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. 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.

Requirements

• 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.
• Location: Must currently live in the state of Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia .
• Experience: 1+ year of customer service, sales, or technical support (preferably in a fast-paced contact center). Good tenure, demonstrated career progression, and prior remote work experience are strong plus.
• Customer Focus: Genuine passion for helping others, with proven experience in customer-facing or support roles.
• Technical Skills: Comfortable using Google Workspace (Docs, Sheets, Slides, Gmail) and web-based systems to manage customer and vehicle information.
• Remote Readiness: Thrive in a professional virtual contact center environment, collaborating effectively with peers and leaders remotely on the phone, through email or chat, and on Zoom.
• Flexibility: Availability for all shifts - days, evenings, or nights, and on weekends & holidays, or other peak call times as needed to support our customers.
• Background Check: Must pass a criminal background screening.
• Home Office Setup (BYOD): To work with us, you will need to provide your own gear. This includes a quiet workspace free from distractions. A compatible personal desktop or laptop computer, wired high-speed internet, a webcam, an active cell phone, and a wired headset are all required.
• Remote Technology Requirements To ensure you succeed in this remote role, your home setup must be confirmed by passing the Harver System Checker as the next step in the hiring process. 💻 Required Equipment & Specs: Computer: Personal desktop or laptop with OS Windows 11 versions 24H2 or 25H2 Processor: Intel or AMD 2+ cores, minimum 3.5 GHz (boosted/turbo speed). CPU cannot be more than 5 years old. RAM: 8 GB or greater Storage: Minimum 20 GB free space Webcam Wired Headset Browser: Google Chrome 23+ or Mozilla Firefox 3+ Internet: Secure, wired high-speed connection Minimum upload: 10 Mbps Minimum download: 25 Mbps Maximum latency: 80 ms (up to 100 ms) Cell Phone: In-service device capable of SMS text messaging and app downloads (used for two-step authentication) Security: Device must be password-protected ❌ Not Allowed: MacBooks, iPads, iMacs, Chromebooks, Surface Pros/Go, Samsung Notebooks Mobile hotspots, Wi-Fi only connections, satellite internet, USB tethering VPN, privacy, or proxy services Personal computers manufactured prior to 2020. OS Windows 11 versions 21H2, 22H2, and 23H2 are NOT compatible with our software as they are no longer supported by Microsoft All software must be installed on your physical machine, not accessed through hosted PC services. If multiple Agero employees are using the same household network, please let us know - additional information may be requested. Access via a public VPN service is strictly prohibited. If you are subscribed to any VPN, privacy, or proxy services, they must be disabled while working.
• Please Verify Your OS Version: Please be aware that as of 11.11.2025 Microsoft has discontinued support for common versions of OS Windows 11. Only supported versions are compatible with our software. Check Your Version: To do this, press the Windows key + R and type "winver" in the box. No Longer Supported: Windows 11 versions 21H2, 22H2, and 23H2 are NOT compatible with our software. Upgrade if Needed: You must upgrade to Windows 11 version 24H2 or 25H2 to be eligible for this role. ⬆️ How to Upgrade Your Device to a Supported Version of Windows 11: Go to Settings > Windows Update and click Check for Updates , then if Windows 11 is offered click Download and Install . Or you can download the Windows 11 Installation Assistant from Microsoft's official website and follow the on-screen prompts to run the installation.

Responsibilities

• Manage a High Volume of Cases: Handle inbound calls and outbound follow-ups to resolving 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.
• 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 Contact Center: Thrive in an independent, performance-driven remote environment where reliability, empathy, and consistent quality service are recognized and rewarded. Connect directly with your teammates, peers, and leaders while working online using Zoom and Google Chat. Team work and positive attitude required.

Benefits

• Medical, Dental, and Vision insurance
• 401(k) with company match
• Paid Time Off
• Tuition Reimbursement
• Complimentary Roadside Assistance
• Employee Assistance & Work/Life Program (EAP)
• Career growth and advancement opportunities
• Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
• Parental planning benefits to assist associates through life’s milestones.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed