Customer Service Representative

Posted Aug 31

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/.

About the Role:

Join our compassionate Consumer Affairs team as a Remote Customer Care Specialist in Kia Care. In this role, you’ll navigate complex customer cases, from addressing inquiries and warranty coverage to resolving dealership complaints, troubleshooting technical features, and managing vehicle subscription services. Your primary focus will be to investigate customer concerns with empathy, deliver thoughtful solutions, and ensure personalized, exceptional care for each customer.

Your Impact:

As a Remote Customer Care Specialist, you’ll play a critical role in shaping the customer experience. You’ll be the reassuring voice that guides customers, even when they are impatient or frustrated, through challenging issues like navigating warranty extensions and providing technical support for features like the Owner’s Portal, Bluetooth, radio, and navigation. Your efforts will make a genuine difference by resolving issues with empathy, ensuring customers feel valued, and enhancing their overall satisfaction with Kia.

Your Key Responsibilities Include:

Empathy in Action: Handle each customer interaction with genuine empathy, and act quickly and compassionately to support customers in stressful situations.
Case Management & Multi-Tasking Mastery: Take ownership of your cases with sound independent decisions, prioritize your workload for timely follow-ups, multitask effectively, and keep detailed notes while navigating web-based systems.
Effective Two-way Communication: Communicate empathetically with customers, set clear expectations, keep your word, and collaborate with dealerships, managers, and clients to resolve issues.
Problem-Solving & De-Escalation Skills: Use critical thinking to resolve challenging complaints, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations.
Customer Advocate Extraordinaire: Act as a dedicated advocate for customers, ensuring their concerns are fully understood and providing step-by-step support to make them feel heard and cared for.
Technical Support Expertise: Showcase your technical skills by troubleshooting issues with the vehicle's remote command, Infotainment, navigation, or Bluetooth systems, and offering easy-to-follow instructions for customers of all technical skill levels.

Qualifications:

A genuine passion for helping others, supported by volunteer experience or community involvement.
Strong computer and technical proficiency, including Google Workspace (Docs, Sheets, Slides, Gmail).
Previous experience in a customer service, sales, or technical support role, especially in a fast-paced contact center environment is preferred.
Ability to work independently and effectively in a remote environment.
Has a compatible home computer, secured high-speed internet, webcam, and wired headset.
Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virgina
Be able to successfully pass a criminal background check.

Start Date: Monday, 09/23/2024

Training Schedule: 10:00 am to 7:00 pm EST, M-F for 6 weeks

Production Shifts: Full Time between the hours of 8:00 am to 9:00 pm EST, M-F

Click here to learn more about pay, benefits, and training!

Click here to learn more about work from home computer and internet requirements!

We Want to Hear From You!

If you are driven by a passion for helping others and are committed to going above and beyond to make a positive impact, we want to hear from you! Join our team as a Remote Customer Care Specialist, where you’ll have the opportunity to deliver exceptional service, resolve complex issues, and create memorable experiences that leave customers saying, "Wow!" Apply now to make a real difference and thrive in a rewarding remote work environment.

D, E & I Mission & Culture at Agero:

We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.

The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.

THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.

To review Agero's privacy policy click the link: https://www.agero.com/privacy.

***Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact recruiting@agero.com.

***Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero's recruiting team directly at recruiting@agero.com.