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.
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
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
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
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
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
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
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