Remote - Kia Care, Customer Service Representative
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/.
Note: For technical and other select roles, your first day will be spent at our HQ in Medford, MA to facilitate a smooth onboarding experience. Willingness to travel is required, as you may need to attend on-site team meetings from time to time.
NOW HIRING! 🚗✨
Remote Total Case Specialists – Kia Consumer Affairs
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.
About the Role
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 09/12/2025 at 5:00 pm EST.
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, join our Kia Consumer Affairs team to deliver exceptional customer assistance. Enjoy world-class training, ongoing support, and advancement opportunities. Help customers through complex situations, grow your career, and make a genuine difference—apply now!
Life at Agero:
At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive.
Benefits Built for Well-being:
Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include:
- Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
- Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
- Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
- For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
- Family Support: Parental planning benefits to assist associates through life’s milestones.
- Bonus/Incentive Programs
Join Agero and experience a workplace that invests in your success both personally and professionally.
*It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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