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Total Case Specialist Customer Service Representative (ARIZONA)

Company: Agero, Inc.
Location: Tucson
Posted on: November 21, 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:

      Handles complete case of customer service inquiries and problems associated with the servicing of the company's consumer services client base. 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 and consumers to ensure early intervention and resolution where possible. Cultivates and maintains ongoing customer and client relationships. May provide Customer support and information on Bluetooth, UVO and Navigation 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 and client field & regional staff, requiring influence at early intervention stages affecting important client business targets.
      • Determines quality problem resolution and negotiates with dealers to gain their acceptance. Intervenes with field office and/or National office to assist in resolution as required on a case-by-case basis.
      • Answers all service calls and documents as appropriate using client's case management system. This includes but is not limited to: Vehicle repair complaints, Lemon Law concerns, accident and fire reports, attorney inquiries, dealer retaliation, rebate questions, incentive info, media complaints, reimbursement requests, cross-border clearances, audio and radio code clearances, financial questions based on Kia and relevant financial institutions, and roadside assistance direction.
      • Assigned as mentors to provide one on one training for 3-4 weeks for new hires within team and at client
      • 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, regional 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 e-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.
      • Additional duties as assigned.


        YOUR HOME EQUIPMENT MUST MEET THE FOLLOWING STANDARDS:



        • A home computer or laptop with a minimum of a 17' inch monitor
        • Windows 10 OS or above
        • High Speed Internet
        • Mobile device capable of receiving and sending text messages
        • Dedicated work place
        • Password secured network
        • Webcam (preferred, not required)
        • A USB or 3.5mm headset with microphone (gaming headset)
        • *YOU MUST RESIDE IN THE STATE OF ARIZONA TO BE CONSIDERED FOR THIS POSITION**

        • **Disclaimer:




          Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process. please contact recruiting@agero.com

          KNOWLEDGE, SKILLS AND ABILITIES:

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

          EXPERIENCE: 0 - 1 year related experience. Customer service experience, contact center environment preferred. Automotive industry experience preferred.

          SKILLS: Utilizes empathy, listening skills, and a professional, courteous and helpful attitude to focus on providing quality customer service. Possesses the problem solving skills necessary to make decisions

          Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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

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