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UVO Total Case Specialist Customer Service Representative (ARIZONA)

Company: Agero, Inc.
Location: Tucson
Posted on: November 23, 2020

Job Description:

Note to Applicant: Agero requires completed applications in order to be considered for the position. A completed application will include, Personal Information, Work History, Education History, a completed Assessment, System Diagnostic (for remote positions) and Confirmation and Consent of the application.

*Hiring during COVID-19: We understand that this is a difficult time for many people and their families. At Agero, we are doing everything we can to keep all our employees and contacts safe, including candidates for potential roles. All interviews are either conducted via phone or by video and hiring is 100% virtual at this time. All of our employees are currently working from home. Initially, this role will be remote (work from home) until it is resonably safe to return to the office. Local agents will be expected to return to work from the physical location upon re-opening. Date is TBD at this time.

To be eligible for this role you must:

Currently live in the state of Arizona, USA.

Be within driving distance of the Tucson, AZ location as you will be required to visit the physical office to resolve any techical, performance, or other employee issues.

Understand that you will be required to visit the physical office in Tucson, AZ up to 1x per month once Covid-19 related office closures are resolved.

Submit a completed application on the computer that you will be using. -A completed application will include, Personal Information, Work History, Education History, a completed Assessment and Confirmation and Consent of the application.

Pass a systems diagnostic on your home computer confirming your current tech set up meets the systems requirements of the role.

DESCRIPTION SUMMARY:

Complete case handling of customer service inquiries and concerns associated with UVO based systems within embedded modem vehicles. Answers all customer contacts, including complex customer problems and/or complaints requiring interpretation, investigation and follow-up. Exercises independent influence and judgment with dealers, field representatives and consumers to ensure early intervention and resolution where possible. Assists with vehicle remote access inquires, subscription activation/de-activation inquires or technical support related to embedded telematics systems.

ESSENTIAL FUNCTIONS:

Investigates customer concerns by working with consumers, dealers and client field staff to gain a complete understanding of entire case issues.

Using discretion and decision making, cases are forwarded/escalated for handling with the involvement of dealers, client field representatives & regional staff, requiring influence at early intervention stages affecting important Kia business targets.

Determines quality problem resolution and negotiates with dealers to gain their acceptance. Intervenes with regional staff and/or National office to assist in resolution as required on a case-by-case basis.

Answers all Technical/Network based calls and documents as appropriate using client's case management system. This includes but is not limited to: activation & de-activation of UVO services, upgrades to additional subscription packages, location based services (I.E. current vehicle location, POI'S & charging stations), remote access functions (I.E. climate control, start/stop & door lock/unlock), network connection troubleshooting.

Assigned to ensure all case coding required under the Transportation Recall Enhancement Accountability & Documentation (TREAD) Act is done properly to ensure appropriate reporting to the NHTSA on behalf of Kia Motors America, Inc.

Key participants in Ride and Drives with Pre-Production vehicles and supply input as to changes and customer perspective as requested by Kia Motors America, Inc.

Preserves and maintains ongoing customer relationships (Kia dealers, Escalations Staff, District Parts & Service Managers and District Sales Managers), as well as the National Client Field Representatives.

Documents receipt of written correspondence from consumers in the client's case management computer system and responds appropriately as defined by client within specified timelines.

Accepts, researches and resolves all survey cases and web cases as required without immediate direction.

Provides real time input and consultation to client on trends with vehicles, parts and/or voice or customer recurring issues.

Explains all benefits, services and claims/reimbursement procedures to customers.

Researches product inquiries and provides consistent and efficient follow-through on all customer concerns requiring further investigation. Based on situation may provide up to $500 goodwill offering to customer

KNOWLEDGE, SKILLS AND ABILITIES:

EDUCATION: Associate's degree or equivalent work experience preferred.

EXPERIENCE: 0 -- 1-year related experience. Customer Service, Technical/Network, Sales experience. Contact center environment preferred. Automotive industry experience preferred. IT/Cellular Network experience preferred.

SKILLS: Utilizes empathy, listening skills, and a professional, courteous and helpful attitude to focus on providing quality customer service. General knowledge of cellular devices, networks and cloud-based systems with the ability to troubleshoot customer concerns. Possesses the problem-solving skills necessary to make decisions and act based on sound reasoning, and independent judgment. Excellent oral and written communication skills. Able to adapt to a changing work environment and the willingness to learn new skills and develop greater job knowledge.

WORKING RELATIONSHIPS: Interfaces with multiple levels within the organization. Communicates with associates, customers and client representatives in a professional manner. Effectively teams with peers, supervisors, and management to achieve corporate and client goals. ADDITIONAL REQUIREMENTS: Minimum 45 wpm typing skills with accuracy and proficiency in MS Word.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: Agero, Inc., Tucson , UVO Total Case Specialist Customer Service Representative (ARIZONA), Other , Tucson, Arizona

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