Full-Time Customer Service Representative

About the Role:

Join our compassionate Kia Care Consumer Affairs team as a Remote Total Case Specialist. In this role, you’ll navigate complex customer cases, from addressing inquiries and warranty coverage to resolving dealership complaints, troubleshooting technical features, and managing vehicle subscription services. Your primary focus will be to investigate customer concerns, deliver tailored solutions, and ensure each customer receives exceptional care.

Key Outcomes: 

As a Remote Kia Care Total Case Specialist, you’ll play a pivotal role in shaping the customer experience. You’ll be the comforting voice that guides customers through challenging situations, from navigating warranty extensions to providing technical support for features like the Owner’s Portal, Bluetooth, radio, and navigation. Your efforts will make a genuine difference by resolving issues with empathy, ensuring customers feel valued, and enhancing their overall satisfaction with Kia Care.

Your primary responsibilities include:

• Empathy in Action:
  • Approach every customer interaction with genuine empathy, understanding the human side of their situation. 
  • Uphold company integrity and client brand while empathizing with customers' unique challenges.
  • Act with a sense of urgency and compassion, ensuring customers feel supported during stressful situations.
• Case Management & Multi-Tasking Mastery:
  • Embrace ownership of your cases, by making independent decisions and managing them with finesse from start to finish. 
  • Prioritize your workload strategically, ensuring that all customers are followed up with in a timely manner. 
  • Showcase your impressive multitasking skills as you navigate multiple cases simultaneously.
  • Take detailed notes with precision, capturing the customer's situation while on the phone with them and navigating multi-screen web-based computer systems efficiently. 
• Effective Two-way Communication:
  • Communicate clearly and professionally with customers to gather necessary information and provide assistance.
  • Collaborate with dealerships, district managers, field representatives & clients, conveying accurate details for efficient problem resolution.
• Problem-Solving & De-Escalation Skills:
  • Employ critical thinking and problem-solving skills to address a variety of challenging customer situations and/or complaints requiring interpretation, investigation and follow-up. 
  • Handle high-stress scenarios with composure, ensuring a positive and reassuring customer experience.
  • Face problems head-on, consistently delivering innovative resolutions that leave customers saying, "Wow!"
• Customer Advocate Extraordinaire:
  • Act as a dedicated advocate for customers, ensuring their inquiries are not just heard but thoroughly understood.
  • Follow each case meticulously, providing support every step of the way to guarantee timely resolution and maximum satisfaction.
• Technical Support Expertise:
  • Demonstrate your technical skills by providing support to customers with their vehicle's remote command, Infotainment, Navigational, or Bluetooth systems.
  • Effectively walk the customer through the steps to resolve their technical inquiries.

Qualifications:

• Passion for helping others and exceptional communication and problem-solving skills.
• Strong computer and technical proficiency, including Google Workspace (Docs, Sheets, Slides, Gmail).
• Ability to work effectively in a remote environment with a compatible home computer, secured high-speed internet, webcam, and wired headset.
• Previous experience in customer service, sales, or technical support is preferred.
• Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virgina