Remote - Kia Care, Customer Service Representative - Remote Eligible

Remote - Kia Care, Customer Service Representative

We are currently hiring for Remote 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 walk away feeling heard, valued, and confident in their ownership experience.

What You'll Do

• Manage a High Volume of Cases: Handle inbound customer calls and outbound follow-ups, resolving concerns such as warranty coverage, repair assistance, and service campaigns.
• Be the Customer's Voice: Serve as the bridge between customers, dealerships, and Kia, 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 internal teams to resolve issues related to vehicle repairs, backordered parts, and service coverage.
• 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 Remote Work: Thrive in a fast-paced, performance-driven environment where reliability, empathy, and quality service are recognized and rewarded.

Your Impact

• 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.

What We're Looking For

• Empathy in Action: You listen with care, respond with compassion, and support customers through stressful situations.
• Case Management Mastery: 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.
• Technical Support Skills: You're comfortable troubleshooting infotainment, navigation, Bluetooth, and other vehicle technologies with clear step-by-step guidance.

Position Requirements

• Location: Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.
• Experience: 1+ year in customer service, sales, or technical support (preferably in a fast-paced contact center). Previous remote work experience is a strong plus.
• 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.
• Remote Readiness: Thrive in a remote work-from-home 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.
• Home Office Setup: Personal desktop/laptop computer, wired high-speed internet, webcam, active cell phone, and wired headset required.

Remote Technology Requirements

To succeed in this remote role, associates must have their own compatible home equipment. All devices will be verified through a short system compatibility test during the hiring process.

Required Equipment & Specs:

• Computer: Personal desktop or laptop with Windows 10 or Windows 11
• Processor: 2+ cores, minimum 3.5 GHz (boosted/turbo speed)
• 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: 6 Mbps
• Minimum download: 15 Mbps
• Maximum latency: 80–100 ms
• Cell Phone: In-service device capable of SMS 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

Important: 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.

Pay and Benefits

We believe in rewarding your work with fair pay, great benefits, and opportunities to grow.

• Pay: $16.50 per hour
• Incentives: Opportunity to earn up to 4% bonus
• Benefits Package Includes:
• 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

Please Note: Actual salaries may vary and may be above or below the range presented based on various factors, including, but not limited to, work location, experience, job related skills, and relevant training and education.

Training and Schedules

Your success starts with paid training and a clear path forward.

Start Date: This role is expected to start on Monday, September 22, 2025

Training Schedule: 11:00 am to 8:00 pm EST, M-F for 6 weeks

Production Schedules: Full-time only. All shifts are M-F.

• 8:00 am to 5:00 pm EST
• 9:00 am to 6:00 pm EST
• 10:00 am to 7:00 pm EST
• 11:00 am to 8:00 pm EST
• 12:00 pm to 9:00 pm EST

Attendance during training is required for success. Your performance will be assessed throughout training, and you'll also have opportunities for cross-training to expand your skills and advance your career.

Hiring Remotely in: AL, AZ, FL, GA, MS, TN, and VA

Last day to apply: Friday 0