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

Agero•Clarksville, TN

20h•Onsite

About The Position

Agero is currently hiring for Onsite 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. 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 hang up feeling heard, valued, and confident in their connected technology and ownership experience.

Requirements

Must live in the state of TN (or KY) within 50 miles of our Clarksville contact center at 2971 International Blvd, Clarksville, TN 37040 as this role is onsite in our contact center office.
1+ year of continuous customer service, sales, or technical support, including in-person retail, hospitality food service, or administrative support. Experience in a fast-paced contact center is preferred.
Genuine passion for helping others, with proven experience in customer-facing or support roles.
Comfortable navigating Google Workspace (Docs, Sheets, Slides, Gmail) and web-based systems to manage customer and vehicle information.
Thrive in a professional in-person contact center environment, collaborating effectively with peers and leaders.
Availability for evenings, weekends, and peak times as needed.
Must pass a criminal background screening.
This is an in-person position located at our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040. This is not a remote role. Associates hired for this role are expected to work onsite.
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.
Applicants must be currently authorized to work in the United States on a full‑time basis. This position is not eligible for employer visa sponsorship now or in the future.

Nice To Haves

Experience in a fast-paced contact center is preferred.

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.
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.
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

Medical, Dental, and Vision
401(k) with match
Paid Time Off
Tuition Reimbursement
Complimentary Roadside Assistance
Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
401(k) plan with company match and tuition assistance to support your future goals.
Flexible time off, paid sick leave, and ten paid holidays annually.
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.