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 clients' relationships with their customers through a powerful combination of passionate people and data-driven technology. Our services include a dispatch management platform, comprehensive accident management, consumer affairs, and a partner ecosystem offering services, discounts, and support.

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.
• De-escalate and Resolve: Listen actively, acknowledge concerns, and deliver calm, personalized support to frustrated callers while focusing on positive, lasting resolutions.
• Elevate the Customer Experience: 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.
• Empower Customers: Help customers understand their vehicle’s features, warranty coverage, and available resources so they feel confident and informed in their ownership experience.
• Collaborate for Success: 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.
• 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.

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.

Selection Process

• Immediate 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.

What to Expect After You Apply

• Join our Greenhouse Candidate Portal to track your application status and receive instant alerts for future openings.
• The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education.

Compensation Note

Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees.

Benefits Built for Well-being

• Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
• 401(k) plan with company match and tuition assistance to support your future goals.
• Paid time off, paid sick leave, and ten paid holidays annually.