Onsite, Total Case Specialist, Kia Care

About the role

You will own the end-to-end resolution of complex customer cases related to Kia vehicles, acting as the primary point of contact for warranty, repair, and service-related inquiries. You will provide calm, empathetic guidance to customers who may be experiencing stress, ensuring they feel heard and supported throughout every interaction. This role requires you to serve as a trusted liaison between customers, dealerships, Kia corporate, and third-party vendors to coordinate seamless solutions. You will manage a high volume of inbound and outbound calls, documenting each interaction with precision and care in the company systems. You will leverage technical knowledge to troubleshoot vehicle features such as infotainment, Bluetooth, navigation, and mobile app integration. Ultimately, you will drive service excellence by facilitating timely, effective resolutions that strengthen customer satisfaction and long-term brand loyalty.

Key facts

What you'll do

• Manage a high volume of cases, handling inbound calls and outbound follow-ups to resolve concerns ranging from warranty coverage and repair assistance to service campaigns and technical issues.
• Be the customer's voice, serving as a bridge between customers, dealerships, Kia, and external or internal third-party vendors to ensure smooth communication and empathetic problem-solving.
• De-escalate tense situations by listening actively, acknowledging concerns, and delivering calm, personalized support that focuses on positive, lasting resolutions.
• Collaborate closely with dealerships, Kia teams, and other internal and external partners to resolve issues related to in-car technology, subscription services, warranty coverage, and backordered parts.
• Document every case with care, recording all details and customer interactions accurately to ensure timely follow-up and clear resolution tracking.
• Provide technical guidance to customers, helping them troubleshoot vehicle features such as the Owner's Portal, Bluetooth, infotainment, radio, and navigation using clear, step-by-step instructions.
• Navigate digital tools and web-based systems, including CRM platforms, to manage workflows, coordinate service requests, and track the progress of each case efficiently.
• Excel in an onsite, performance-driven contact center environment, thriving independently while maintaining reliability, empathy, and consistent quality service in face-to-face and virtual interactions.

Requirements

• Must live in the state of Tennessee (or Kentucky) within 50 miles of our Clarksville contact center at 2971 International Blvd, Clarksville, TN 37040.
• Possess 1+ year of experience in customer service, sales, or technical support, including in-person retail, hospitality food service, or administrative support; prior experience in a fast-paced contact center is preferred.
• Demonstrate a genuine passion for helping others, with proven experience in customer-facing or support roles that require strong interpersonal engagement.
• Show comfort navigating Google Workspace applications such as Docs, Sheets, Slides, and Gmail, as well as other web-based systems used to manage customer and vehicle information.
• Thrive in a professional in-person contact center environment, collaborating effectively with peers and leaders while maintaining a positive, team-oriented attitude.
• Maintain flexibility with availability for evenings, weekends, and peak times as needed to meet operational demands.
• Pass a criminal background screening as part of the hiring process.
• Be prepared to work onsite at the Clarksville, TN contact center, as this is an in-person position where associates are expected to be present in the office.

Practical notes

• Hours: Full-time schedule with shifts including days, afternoons, and evenings.
• Training: Six weeks of mandatory paid training are required for all new hires, with attendance mandatory and schedules non-modifiable.
• After training, you will transition to a selected production schedule within the department's operating hours, which are currently pending but will fall within 7am to 8pm CST Monday through Friday.
• Travel: For certain technical roles, initial travel to Medford may be required, but all travel arrangements and expenses are handled once hired.
• Deadlines: Upcoming start dates are available in the provided training table, with new classes beginning on specific future dates.

Compensation and benefits

• Starting pay is $16.50 per hour, with opportunities to earn up to a 4% semi-annual performance and attendance bonus.
• Shift differentials of $1.75 to $2.50 per hour are available for working after 6pm and on weekends.
• Comprehensive benefits include medical, dental, and vision coverage, a 401(k) with match, paid time off, tuition reimbursement, and complimentary roadside assistance.
• Career growth opportunities are supported through online skill-building courses, mentorship, and cross-training programs designed to help you advance within Agero.

Work environment and culture

• This role operates in an onsite contact center setting that emphasizes independence, performance, and empathy.
• You will work both face-to-face with teammates and digitally through platforms such as Zoom and Google Chat, making teamwork and a positive attitude essential.
• The position is part of a large-scale operation managing millions of service events annually, offering exposure to diverse cases and continuous learning.
• Success in this role depends on your ability to manage multiple priorities, maintain accuracy in documentation, and consistently deliver high-quality customer experiences.

Training and onboarding details

• New hires must attend six weeks of mandatory paid training from Monday to Friday, with set schedules that cannot be altered.
• Attendance during training is critical to ensure you are fully prepared for the role and can perform effectively from day one.
• After completing training, you will transition into a production schedule and continue to have opportunities for cross-training and professional development.

Career progression and growth

• This position provides a foundation for long-term growth within Agero through access to learning resources, mentorship, and cross-functional experiences.
• Employees who demonstrate strong performance and dedication may advance into more complex case management roles and take on increased responsibilities.
• The structured training and ongoing development programs are designed to support your journey from entry-level specialist to a trusted, experienced case manager.

Application and next steps

• If you are passionate about customer service, comfortable handling complex cases, and eager to work in an onsite, team-oriented environment, we encourage you to apply.
• Be prepared to provide details about your work history, technical skills, and availability during the application process.
• Successful candidates will be contacted to discuss scheduling, onboarding logistics, and any additional requirements.

Equal opportunity statement

Agero is committed to providing equal employment opportunities and does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status.

Contact and location

For questions regarding this role, please refer to the contact information provided in the application instructions. The physical address for this position is 2971 International Blvd, Clarksville, TN 37040.