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

About Agero

Agero is the #1 B2B, white-label provider of digital driver assistance services. We strengthen our clients' relationships with their customers through a powerful combination of passionate people and data-driven technology.

Role Description and Mission

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.

Key Outcomes

• Manage a High Volume of Cases: Handle inbound calls and outbound follow-ups to resolve concerns, from troubleshooting Kia Connect and mobile app integration to navigating warranty coverage, repair assistance, and service campaigns.
• Serve as the bridge between customers, dealerships, Kia, and any third party vendors, ensuring smooth communication and empathetic solutions.
• Listen actively, acknowledge concerns, and deliver calm, personalized support to frustrated callers while focusing on positive, lasting resolutions.
• Deliver empathetic, personalized support that strengthens customer satisfaction and long-term loyalty.
• Represent Kia with professionalism and care, reinforcing the brand’s reputation for reliability and service excellence.
• Facilitate smooth communication between customers, dealerships, and Kia to ensure timely, effective resolutions.
• Help customers understand their vehicle’s features, warranty coverage, and available resources so they feel confident and informed in their ownership experience.
• Partner 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.
• Record all case details and customer interactions accurately, ensuring timely follow-up and resolution.
• Provide technical guidance and navigate digital tools to help customers troubleshoot vehicle features such as the Owner’s Portal, Bluetooth, infotainment, radio, and navigation with clear, step-by-step support.

Skills, Education, & Experience

• Empathy in Action: You listen with care, respond with compassion, and support customers through stressful situations.
• Case Management & Multi-tasking Mastery: Manage multiple calls, dispatch requests, and systems efficiently. Able to speak to customers or providers on the phone, while typing detailed call notes, looking up information, and navigating multiple screens. 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.
• Computer Proficiency & Technical Support Skills: Skilled at navigating multiple digital tools and CRM software confidently. Able to type at least 45 wpm accurately on a computer keyboard. You’re comfortable troubleshooting infotainment, navigation, Bluetooth, and other vehicle technologies with clear step-by-step guidance.

Position Requirements

• Location: Must live in the state of TN (or KY) within 50 miles of our Clarksville contact center at 2971 International Blvd, Clarksville, TN 37040.
• Experience: 1+ year of continuous customer service, sales, or technical support, including in-person retail, hospitality food service, or administrative support. Experience in a fast-paced contact center is preferred.
• 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.
• Professional Readiness: Thrive in a professional in-person 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.
• Onsite Role: 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.

Pay, Benefits, & Career Growth

• Starting Pay: $16.50 per hour
• Bonus and Incentives: Opportunity to earn up to 4% semi-annual performance and attendance bonus + Shift differentials for working after 6pm and on weekends! ($1.75 to $2.50 per hour.)
• Benefits: Medical, Dental, and Vision; 401(k) with match; Paid Time Off; Tuition Reimbursement; and Complimentary Roadside Assistance.
• Career Growth & Development: Access to online skill-building courses, mentorship, and cross-training programs designed to build the expertise needed for advancement at Agero.

Training and Schedules

• Mandatory Training: Each start date includes six weeks of mandatory paid training (Monday–Friday). Attendance is required and training schedules cannot be modified.
• Production Schedules: After training, you will transition to your selected Production Schedule. These shifts are based on current business needs and vary by start date. Weekends off. Full-Time Availability: This is a full-time position only.
• Commitment: Production schedules are static. New hires must keep their selected schedule for 90 days and then are eligible to request changes if desired.
• Selection Process: Schedules are chosen during the offer process on a first-come, first-served basis. Available shifts are subject to change based on business requirements.

What to Expect After You Apply

• Immediately after you apply, check your inbox for a "Magic Link" from our vendor partner, Harver.
• Complete your Harver Computer Skills Assessment right away. It only takes about 5-10 mins total to do this step.
• Keep an eye on your text messages and email for an update. Qualified candidates will be sent a calendar link to schedule an interview on Zoom with a Recruiter.

Hiring In

• United States: Clarksville, Tennessee
• The anticipated closing date to submit applications for this role is July 29th, 2026 and August 19th, 2026 by 5:00 pm.

Life at Agero

• 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.
• 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.