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

Agero • Clarksville, TN

47d • Onsite

About The Position

Agero is hiring Onsite Total Case Specialists to take inbound calls in their 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. This is an in-person position located at their Clarksville, TN contact center. As a Total Case Specialist, you will 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 will act as a trusted liaison between customers, dealerships, and Kia, ensuring customers receive the help they need and feel heard, valued, and confident in their connected technology and ownership experience. You will manage a high volume of cases, handle inbound calls and outbound follow-ups to resolve concerns, troubleshoot Kia Connect and mobile app integration, navigate warranty coverage, repair assistance, and service campaigns. You will serve as the bridge between customers, dealerships, Kia, and any third-party vendors, ensuring smooth communication and empathetic solutions. You will de-escalate and resolve issues by listening actively, acknowledging concerns, and delivering calm, personalized support to frustrated callers while focusing on positive, lasting resolutions. You will collaborate 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. You will document all case details and customer interactions accurately, ensuring timely follow-up and resolution. You will provide technical guidance to help customers troubleshoot vehicle features such as the Owner’s Portal, Bluetooth, infotainment, radio, and navigation with clear, step-by-step support. You will navigate digital tools using web-based systems and CRM tools to manage workflows, coordinate service requests, and track case progress. You will excel in an independent, performance-driven onsite office style environment where reliability, empathy, and consistent quality service are recognized and rewarded. You will connect directly with your teammates, peers, and leaders while working face-to-face and online using Zoom and Google Chat. Teamwork and a positive attitude are required.

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.
• 1+ year in customer service, sales, or technical support, including in-person retail, hospitality food service, or administrative support.
• 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. Associates hired for this role are expected to work onsite.
• Type at least 45 wpm accurately on a computer keyboard.
• Comfortable troubleshooting infotainment, navigation, Bluetooth, and other vehicle technologies with clear step-by-step guidance.

Nice To Haves

• Prior experience in a fast-paced contact center is preferred.

Responsibilities

• Manage a high volume of cases, including inbound calls and outbound follow-ups.
• Troubleshoot Kia Connect and mobile app integration.
• Navigate warranty coverage, repair assistance, and service campaigns.
• Serve as the bridge between customers, dealerships, Kia, and third-party vendors.
• De-escalate and resolve customer issues with calm, personalized support.
• Collaborate with dealerships, Kia, and internal/external teams to resolve issues.
• Document all case details and customer interactions accurately.
• Provide technical guidance for vehicle features like Owner’s Portal, Bluetooth, infotainment, radio, and navigation.
• Navigate digital tools, web-based systems, and CRM tools to manage workflows, coordinate service requests, and track case progress.

Benefits

• Medical, Dental, and Vision
• 401(k) with match
• Paid Time Off
• Tuition Reimbursement
• Complimentary Roadside Assistance
• Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually (for Contact Center Roles).
• Parental planning benefits

What This Job Offers

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