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

Agero•Clarksville, TN

2h•Onsite

About The Position

Agero's mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening client relationships. As the #1 B2B, white-label provider of digital driver assistance services, Agero manages over 150 million vehicle coverage points and responds to approximately 12 million service events annually. Headquartered in Medford, Mass., with operations throughout North America, Agero is a member company of The Cross Country Group. Agero is currently hiring Onsite Total Case Specialists to take inbound calls in their Consumer Affairs department for Kia Care. This is an in-person position located at their Clarksville, TN contact center. In this role, specialists 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, the role involves managing a wide range of customer cases related to vehicle concerns, from warranty coverage and repair assistance to service campaigns, technical support, and dealership issues. Specialists will act as a trusted liaison between customers, dealerships, and Kia, providing calm, empathetic guidance and ensuring customers receive the help they need and feel heard, valued, and confident in their connected technology and 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 live in the state of TN (or KY) within 50 miles of our Clarksville contact center at 2971 International Blvd, Clarksville, TN 37040.
Experience: 1+ year in customer service, sales, or technical support, including in-person retail, hospitality food service, or administrative support.
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. Associates hired for this role are expected to work onsite.
100% attendance is required during the training period to ensure your success.
Full-Time Availability: This is a full-time position only.
New hires must keep their selected schedule for 90 days.
Applicants must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

Prior experience in a fast-paced contact center.

Responsibilities

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.
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.

Benefits

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.)
Medical, Dental, and Vision insurance.
401(k) with company match.
Paid Time Off (Accrual of up to 3 weeks per year for Contact Center Roles).
Tuition Reimbursement.
Complimentary Roadside Assistance.
Access to online skill-building courses, mentorship, and cross-training programs designed for advancement.
Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
Paid sick leave.
Ten paid holidays annually.
Parental planning benefits.
Bonus/Incentive Programs.