Are you seeking a career that's not just a job, but an opportunity to connect, problem-solve, and make a real impact? Look no further – we're searching for dedicated individuals like you to join our thriving call center talent community. If you're ready to unleash your potential in a fast-paced and rewarding environment, this is the place for you. Best of all, all of our employees enjoy the luxury of working from home!

What You'll Do:

As a member of our call center talent community, you'll be at the forefront of providing top-notch support to our customers. You'll be the problem-solver, the friendly voice on the other end of the line, and the expert who turns challenges into solutions. Whether you're a seasoned pro or new to the world of customer service, you'll have the chance to develop your skills, enhance your communication, and grow within our community.

Why You'll Love It Here:

Dynamic Atmosphere: You'll thrive in an environment where teamwork is celebrated, and your contributions make a real difference in customers' lives all while never having to leave your home! 

Continuous Growth: We're invested in your success. Through training, coaching, and mentoring, you'll have the tools you need to develop both personally and professionally.

Impactful Conversations: Every call is an opportunity. Join us to engage with a diverse range of customers, address their needs, and leave a positive impression that lingers long after the conversation ends.

What We're Looking For:

Whether you've worked in customer service for years or are looking to launch your career, we want to hear from you. If you're empathetic, a great communicator, and excited to contribute to our team, we encourage you to apply.

How to Join:

Are you ready to embark on a fulfilling journey in customer service? To become a part of our call center talent community, simply fill out some information below and get ready to be the voice that matters, the problem-solver that shines, and the customer service champion that we're looking for.

#LI-DNI

Role Description and Mission:

The Principal Client Onboarding Manager is responsible for driving client implementations to support multiple lines of business and client contracting initiatives. This is an ideal job for someone who is delivery and client-focused, a self-starter, exercises sound business judgment, seeks continuous improvements, and is a strategic thinker with an extraordinary attention to detail. The successful candidate will be a quick learner with the ability to initiate and make difficult decisions, work well within a team environment, can build relationships effortlessly, and can follow through and drive results. It is also critical that the Principal Client Onboarding Manager has excellent communication skills and executive presence, as communicating and coordinating across a diverse set of internal and external stakeholders is a core job responsibility. 

Given Swoop’s nature as a software startup operating within a mature roadside managed services business, we have the unique opportunity to both leverage best practices from the industry leader, while also re-inventing our own processes that allow us to act nimbly and move quickly.  As such, the Principal Client Onboarding Manager should possess a continuous improvement mindset and be comfortable operating within a startup environment.

Key Outcomes:

Onboarding Strategy and Leadership

• Develop and execute a comprehensive onboarding strategy that aligns with organizational goals and enhances customer satisfaction.
• Collaborate with a team of functional specialists and managers, fostering a culture of excellence and continuous improvement.
• Establish standardized onboarding processes, documentation, and resources to ensure consistency and efficiency.

Sales Engineering Integration

• Collaborate closely with the sales engineering team to translate customer requirements into technical solutions during the onboarding process.
• Act as a liaison between sales, engineering, and onboarding teams to ensure a smooth handoff and effective communication throughout the onboarding journey.

Sales Operations Excellence

• Leverage your sales operations expertise to streamline and optimize onboarding workflows, ensuring efficiency and alignment with sales strategies.
• Work closely with sales operations teams to ensure accurate and efficient provisioning of resources and services during onboarding.

Data-Driven Onboarding

• Utilize data analytics to monitor, measure, and optimize the effectiveness of onboarding processes and workflows.
• Define and track key performance indicators (KPIs) to evaluate onboarding success, providing data-driven recommendations for continuous improvement.
• Analyze customer feedback and engagement metrics to identify areas for enhancement in the onboarding journey.

Stakeholder Collaboration

• Collaborate with cross-functional teams, including sales, product, engineering, and customer success, to align on onboarding strategies, objectives, and priorities.
• Act as a trusted advisor to customers, understanding their unique requirements and ensuring a tailored onboarding experience.

Customer-Centric Approach

• Foster a customer-centric mindset throughout the onboarding process, emphasizing the delivery of exceptional value and a positive customer experience.
• Proactively anticipate customer challenges and develop solutions to address them, ensuring high levels of customer satisfaction and loyalty.

Training and Development

• Provide training and guidance to the onboarding team, ensuring they have the necessary skills and knowledge to deliver high-quality onboarding experiences.
• Stay informed about industry trends, best practices, and emerging technologies in onboarding, sales engineering, sales operations, and data analytics.

Skills, Education, and Experience:

• Bachelor’s degree preferred
• SalesForce, Hubspot or other CRM experience preferred
• Jira, Smartsheet, or other PM tool experience fundamental
• 10+ years’ experience with project / program management, preferably related to software development; PMP, CSM or similar certifications strongly preferred
• Experience in client-facing roles and enthusiastic about overcoming challenges and delighting clients by meeting or exceeding their expectations
• Experience working with cross-functional, remote teams and ability to influence without formal authority
• Experience documenting business requirements and/or functional specifications and able to provide samples
• Experience mentoring / coaching junior resources; team leadership experience preferred
• Must be self-directed and work with minimal supervision
• Must be able to set and work within deadlines while managing time and task prioritization effectively
• Must have exceptional communication skills (verbal & written)
• Must have excellent analytical and quantitative skills – ability to use hard data and metrics to back up assumptions, recommendations, and drive actions

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
• Canada: Province of Ontario

About The Role:

We're looking for a Principal Ruby on Rails Engineer to build and support critical, client-facing and internal systems that provide real-time roadside assistance to a diverse customer-base, which range from OEM & Insurance carriers to connected vehicles. This individual will lead initiatives through all technical roadmap phases- design, implementation, testing, and maintenance, while continuously improving system health & quality. We are continuously making strides towards a true CI/CD culture and conduct daily Releases, and this individual would be comfortable working in a fast-paced environment, with limited supervision, while maintaining and improving software and reliability metrics.

Key Outcomes:

• Full technical accountability of team product domains and support.
• Principal-level IC code contribution while setting and improving coding practices and standards.
• Work closely with Product managers to set expectations, clarify requirements, and communicate solution designs. 
• Demonstrate technical expertise in multiple domains and mentor other developers on team.
• Collaborate with cross-functional team members on all aspects of product development.
• Identify technical opportunities, draft proposals, architect, plan and implement solutions with the team.
• Instrument monitors and provide post-launch support to live systems.

Requirements:

• You have 10+ years of experience in building large-scale web applications.
• Experience as a Principal engineer on a team of more than 3 engineers.
• Highly proficient in Ruby on Rails(including Sidekiq) and have a track record of delivering successful projects.
• In-depth understanding of systems design, and scalable & reliable-data, API(REST/GraphQL) and presentation layers.
• Expert in data modeling and in working with data storage and retrieval systems, in particular Redis, SQL, Postgres.
• Ability to own complete features and systems end-to-end - conception, breakdown, implementation, deployment.
• Conversant with multiple system, API, and code design patterns and paradigms, and can advocate and influence peers to adopt and implement effective practices.
• Appetite to learn new technologies quickly and onboard to stack.
• A self-starter, results-oriented individual with excellent problem solving skills.
• CS or Engineering related Degree.

Nice To Haves:

• GraphQL
• Elastic Search
• Datadog
• ReactJS
• CircleCI/Harness

Hiring In:

• United States:  AZ, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 
• Canada: Province of Ontario

About the Role:

Join our dynamic Kia Care Consumer Affairs team as a Remote Total Case Specialist, where you take charge of complete customer cases involving complex inquiries, warranty coverage, dealership complaints, troubleshooting technical features, and vehicle subscription services. Your role is pivotal in acknowledging all customer outreach, investigating customer concerns, and following up on customer requests to ensure an exceptional experience.

Key Outcomes: 

As a Remote Kia Care Total Case Specialist, you'll be the reassuring voice on the other end of the line, helping customers navigate through challenging situations with their vehicles such as requests for warranty extensions, towing and rental coverage for repairs, service or sales complaints, and supporting customers with technical features like their Owner’s Portal, Bluetooth, radio, and navigation. 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:

• Applicants are required to reside in the state of MS to be considered for this remote, work from home opportunity. 
• Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment. Prior work from home experience is a plus. 
• Must have strong computer skills, including the ability to open, create, and modify various documents using the Google Workspace (docs, sheets, slides, and Gmail) and enter/retrieve customer and vehicle information using web-based systems. 
• This is a bring your own device position, Kia Care Total Case Specialists must have a compatible home laptop or desktop computer with a secured high-speed internet connection, in-service cell phone, web-cam, and a wired headset. 
• All applicants must successfully complete an online application, skills assessment, and technical diagnostic from the home computer they intend to use for work to confirm their workstation meets the system requirements of this remote position.

Work From Home Computer and Internet Requirements: Click here!

Pay, Total Rewards, and Training Highlights: Click here!

Upcoming New Hire Training Class Dates

• Monday, 07/15/2024 from 10:00 am to 07:00 pm EST, M-F for 6 weeks. 

At Agero, Kia Care Total Case Specialists actively participate in a paid  6 week world class training program which is a blend of virtual instructor-led, self-paced, practice and remote on the job training. After graduating training, associates will begin working their production schedules. 

Available Shifts

• Full Time only
• Days between the hours of 08:00 am to 09:00 pm EST with Saturday & Sunday off

In the following 3 - 6 month period of your career, with excellent performance and attendance, you can expect to see opportunities for exciting new responsibilities and compensation related growth! 

If you are passionate about helping others,  possess exceptional communication and problem-solving skills, have strong computer and technical proficiency and thrive in a remote work environment, we invite you to apply for our Remote Kia Care Total Case Specialist position. 

Join us in making a difference, one customer at a time. Apply now!

#LI-DNP

ROLE DESCRIPTION:

The DevOps Engineer is responsible for the automation of all manual tasks, including build/deployment of the code, and processing data in order to enable continuous integration and continuous deployment frameworks.

KEY OUTCOMES: 

• Act as a liaison between application development and infrastructure teams.
• Use cloud APIs to improve monitoring of system’s performance and stability.
• Drive troubleshooting across multiple applications and create runbooks for outage events.

REQUIREMENTS: 

• 3+ years of DevOps experience
• 1+ year of software development experience
• 3+ years of experience in building CI/CD pipelines
• 3+ years of experience supporting production environments
• 2+ years of experience running Terraform
• 5+ years of cloud experience with AWS
• 2+ years of cloud experience with GCP
• Proficiency in scripting languages (UNIX, Shell, Python)

NICE TO HAVE: 

• Database experience: Oracle, PostgreSQL, MongoDB
• Experience with monitoring tools such as Data Dog
• Knowledge of Git
• Knowledge of Agile methodologies including Scrum and Kanban
• Knowledge of AWS Serverless Framework

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, NH and VA
• Canada: Province of Ontario

#LI-REMOTE

About The Role:

We're looking for a Principal Ruby on Rails Engineer to build and support critical, client-facing and internal systems that provide real-time roadside assistance to a diverse customer-base, which range from OEM & Insurance carriers to connected vehicles. This individual will lead initiatives through all technical roadmap phases- design, implementation, testing, and maintenance, while continuously improving system health & quality. We are continuously making strides towards a true CI/CD culture and conduct daily Releases, and this individual would be comfortable working in a fast-paced environment, with limited supervision, while maintaining and improving software and reliability metrics.

Key Outcomes:

• Full technical accountability of team product domains and support.
• Principal-level IC code contribution while setting and improving coding practices and standards.
• Work closely with Product managers to set expectations, clarify requirements, and communicate solution designs. 
• Demonstrate technical expertise in multiple domains and mentor other developers on team.
• Collaborate with cross-functional team members on all aspects of product development.
• Identify technical opportunities, draft proposals, architect, plan and implement solutions with the team.
• Instrument monitors and provide post-launch support to live systems.

Requirements:

• You have 10+ years of experience in building large-scale web applications.
• Experience as a Principal engineer on a team of more than 3 engineers.
• Highly proficient in Ruby on Rails(including Sidekiq) and have a track record of delivering successful projects.
• In-depth understanding of systems design, and scalable & reliable-data, API(REST/GraphQL) and presentation layers.
• Expert in data modeling and in working with data storage and retrieval systems, in particular Redis, SQL, Postgres.
• Ability to own complete features and systems end-to-end - conception, breakdown, implementation, deployment.
• Conversant with multiple system, API, and code design patterns and paradigms, and can advocate and influence peers to adopt and implement effective practices.
• Appetite to learn new technologies quickly and onboard to stack.
• A self-starter, results-oriented individual with excellent problem solving skills.
• CS or Engineering related Degree.

Nice To Haves:

• GraphQL
• Elastic Search
• Datadog
• ReactJS
• CircleCI/Harness

About the Role:

Join our dynamic Kia Care Consumer Affairs team as a Remote Total Case Specialist, where you take charge of complete customer cases involving complex inquiries, warranty coverage, dealership complaints, troubleshooting technical features, and vehicle subscription services. Your role is pivotal in acknowledging all customer outreach, investigating customer concerns, and following up on customer requests to ensure an exceptional experience.

Key Outcomes: 

As a Remote Kia Care Total Case Specialist, you'll be the reassuring voice on the other end of the line, helping customers navigate through challenging situations with their vehicles such as requests for warranty extensions, towing and rental coverage for repairs, service or sales complaints, and supporting customers with technical features like their Owner’s Portal, Bluetooth, radio, and navigation. 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:

• Applicants are required to reside in the state of MSto be considered for this remote, work from home opportunity. 
• Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment. Prior work from home experience is a plus. 
• Must have strong computer skills, including the ability to open, create, and modify various documents using the Google Workspace (docs, sheets, slides, and Gmail) and enter/retrieve customer and vehicle information using web-based systems. 
• This is a bring your own device position, Kia Care Total Case Specialists must have a compatible home laptop or desktop computer with a secured high-speed internet connection, in-service cell phone, web-cam, and a wired headset. 
• All applicants must successfully complete an online application, skills assessment, and technical diagnostic from the home computer they intend to use for work to confirm their workstation meets the system requirements of this remote position.

Work From Home Computer and Internet Requirements: Clickhere!

Other Information:

We are currently hiring for Full Time Kia Care Total Case Specialist positions to start in June! 

Upcoming New Hire Training Class Dates

• Full Time only
• Monday, 06/03/2024 from 10:00 am to 07:00 pm EST, M-F for 6 weeks. 

At Agero, Kia Care Total Case Specialists actively participate in a paid  6 week world class training program which is a blend of virtual instructor-led, self-paced, practice and remote on the job training. After graduating training, associates will begin working their production schedules. 

Available Shifts

• Days between the hours of 08:00 am to 09:00 pm EST with Saturday & Sunday off

In the following 3 - 6 month period of your career, with excellent performance and attendance, you can expect to see opportunities for exciting new responsibilities and compensation related growth! 

Pay, Total Rewards, and Training Highlights: Click here!

If you are passionate about helping others,  possess exceptional communication and problem-solving skills, have strong computer and technical proficiency and thrive in a remote work environment, we invite you to apply for our Remote Kia Care Total Case Specialist position. 

Join us in making a difference, one customer at a time. Apply now!

#LI-DNP

Role Description and Mission:

We're looking for a service oriented and resilient Field Operations Manager who is passionate about customer service, helping others and delivering strong results.

The Field Operations Manager creates and manages the overall service delivery strategy for all services for an assigned network region.  Responsible for improving service delivery metrics, customer satisfaction and reducing costs within the candidate’s area of focus.  Performs root cause analysis to identify underperforming markets and executes on a strategy to improve performance metrics. Fosters strong partnerships with key providers through education of best practices.  Manages providers to meet assigned performance metrics for all services. Assists with coordinating competitive intelligence and market feedback on essential issues.

Key Outcomes: 

• Implements a master strategy for assigned region and creates action plans to improve CSI and reduce claims expense.
• Coach service providers on overall performance within assigned region.  
• Communicates product and process changes to individual providers.
• Builds and maintains positive relationships with clients and service providers while providing enhanced service level performance.
• Coordinates and completes targeted proactive analyses for managing network performance.

Qualifications:

• Bachelor’s degree in business or equivalent experience. 
• 3 - 5 years of related supplier or asset management and/or procurement related experience. 
• Previous service experience in service delivery is a plus. 
• Strong analytical, communication and relationship building skills are a requirement.
• Excellent performance management and relationship building skills. 
• Exceptional written and verbal communication skills.  Works in a fast-paced environment, builds strong partnerships. 
• Utilizes good judgment, analytical and decision-making skills. 
• Works independently with minimal guidance.

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, NH and VA

Role Description and Mission:

We're looking for a service oriented and resilient Network Operations Manager who is passionate about customer service, helping others and delivering strong results.

The Network Operations Manager creates and manages the overall service delivery strategy for all services for an assigned network region.  Responsible for improving service delivery metrics, customer satisfaction and reducing costs within the candidate’s area of focus.  Performs root cause analysis to identify underperforming markets and executes on a strategy to improve performance metrics. Fosters strong partnerships with key providers through education of best practices.  Manages providers to meet assigned performance metrics for all services. Assists with coordinating competitive intelligence and market feedback on essential issues.

Key Outcomes: 

• Implements a master strategy for assigned region and creates action plans to improve CSI and reduce claims expense.
• Coach service providers on overall performance within assigned region.  
• Communicates product and process changes to individual providers.
• Builds and maintains positive relationships with clients and service providers while providing enhanced service level performance.
• Coordinates and completes targeted proactive analyses for managing network performance.

Qualifications:

• Bachelor’s degree in business or equivalent experience. 
• 3 - 5 years of related supplier or asset management and/or procurement related experience. 
• Previous service experience in service delivery is a plus. 
• Strong analytical, communication and relationship building skills are a requirement.
• Excellent performance management and relationship building skills. 
• Exceptional written and verbal communication skills.  Works in a fast-paced environment, builds strong partnerships. 
• Utilizes good judgment, analytical and decision-making skills. 
• Works independently with minimal guidance.

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, NH and VA
• #LI-REMOTE

About the Role:

Join our dynamic Kia Care Consumer Affairs team as a Remote Total Case Specialist, where you take charge of complete customer cases involving complex inquiries, warranty coverage, dealership complaints, troubleshooting technical features, and vehicle subscription services. Your role is pivotal in acknowledging all customer outreach, investigating customer concerns, and following up on customer requests to ensure an exceptional experience.

Key Outcomes: 

As a Remote Kia Care Total Case Specialist, you'll be the reassuring voice on the other end of the line, helping customers navigate through challenging situations with their vehicles such as requests for warranty extensions, towing and rental coverage for repairs, service or sales complaints, and supporting customers with technical features like their Owner’s Portal, Bluetooth, radio, and navigation. 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:

• Applicants are required to reside in the state of AZto be considered for this remote, work from home opportunity. 
• Previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment. Prior work from home experience is a plus. 
• Must have strong computer skills, including the ability to open, create, and modify various documents using the Google Workspace (docs, sheets, slides, and Gmail) and enter/retrieve customer and vehicle information using web-based systems. 
• This is a bring your own device position, Kia Care Total Case Specialists must have a compatible home laptop or desktop computer with a secured high-speed internet connection, in-service cell phone, web-cam, and a wired headset. 
• All applicants must successfully complete an online application, skills assessment, and technical diagnostic from the home computer they intend to use for work to confirm their workstation meets the system requirements of this remote position.

Work From Home Computer and Internet Requirements: Click  here!

Other Information:

We are currently hiring for Full Time Kia Care Total Case Specialist positions to start in June! 

Upcoming New Hire Training Class Dates

• Monday, 06/03/2024 from 10:00 am to 07:00 pm EST, M-F for 6 weeks. 

At Agero, Kia Care Total Case Specialists actively participate in a paid  6 week world class training program which is a blend of virtual instructor-led, self-paced, practice and remote on the job training. After graduating training, associates will begin working their production schedules. 

Available Shifts

• Full Time only
• Days between the hours of 08:00 am to 09:00 pm EST with Saturday & Sunday off

In the following 3 - 6 month period of your career, with excellent performance and attendance, you can expect to see opportunities for exciting new responsibilities and compensation related growth! 

Pay, Total Rewards, and Training Highlights: Click here!

If you are passionate about helping others,  possess exceptional communication and problem-solving skills, have strong computer and technical proficiency and thrive in a remote work environment, we invite you to apply for our Remote Kia Care Total Case Specialist position. 

Join us in making a difference, one customer at a time. Apply now!

#LI-DNP

Role Description and Mission:

We're looking for a service oriented and resilient Performance Manager who is passionate about customer service, helping others and delivering strong results.

The Performance Manager creates and manages the overall service delivery strategy for all services for an assigned network region.  Responsible for improving service delivery metrics, customer satisfaction and reducing costs within the candidate’s area of focus.  Performs root cause analysis to identify under performing markets and executes on a strategy to improve performance metrics. Fosters strong partnerships with key providers through education of best practices.  Manages providers to meet assigned performance metrics for all services. Assists with coordinating competitive intelligence and market feedback on essential issues.

Key Outcomes: 

• Implements a master strategy for assigned region and creates action plans to improve CSI and reduce claims expense.
• Coach service providers on overall performance within assigned region.  
• Communicates product and process changes to individual providers.
• Builds and maintains positive relationships with clients and service providers while providing enhanced service level performance.
• Coordinates and completes targeted proactive analyses for managing network performance.

Qualifications:

• Bachelor’s degree in business or equivalent experience. 
• 3 - 5 years of related supplier or asset management and/or procurement related experience. 
• Previous service experience in service delivery is a plus. 
• Strong analytical, communication and relationship building skills are a requirement.
• Excellent performance management and relationship building skills. 
• Exceptional written and verbal communication skills.  Works in a fast-paced environment, builds strong partnerships. 
• Utilizes good judgment, analytical and decision-making skills. 
• Works independently with minimal guidance.

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, NH and VA

Job Summary:

We are seeking a highly skilled Director of Data & Analytics to shape our company's data-driven decision-making. In this influential role, you will lead the build-out of our data product suite, manage robust data pipelines, and create scalable data models to drive actionable insights across the organization. The ideal candidate will have proven experience building and managing teams who transform raw data into strategic assets that empower commercial, product, and wider business leadership. 

About You: 

You are a results-driven Director of Data & Analytics with demonstrated success in building and scaling data-centric organizations. Your experience includes architecting robust data pipelines, driving actionable insights, and mentoring exceptional teams. You excel in aligning data initiatives with overarching business goals, ensuring that data translates into tangible impact.

Key Outcomes:

1. Solidify data model for our three major product lines, Roadside, Accident Management, and Repair Advantage.
2. Deliver major enhancements to our Executive Reporting, Product Line Performance, and Ecosystem Fraud Identification data products.
3. Optimize team structure and processes for performance and output.
4. Develop and drive our comprehensive data strategy, aligning it with overarching business objectives.

Responsibilities:

• Team Leadership: Manage and mentor a high-performing team of data analysts, data scientists, and data engineers. Foster a culture of collaboration and continuous development.
• Data Pipeline and Architecture: Manage and optimize an end-to-end data pipeline, ensuring data integrity, quality, and accessibility for the entire organization.
• Data Modeling: Construct and maintain flexible data models to support diverse business needs, encompassing both structured and unstructured data.
• Commercial & Product Analytics: Lead the development of analytics and data science solutions to enhance decision-making in areas such as sales, marketing, customer behavior, ecosystem fraud, and product optimization.
• Strategic Insights: Partner with senior leadership to translate complex data into clear narratives, driving business strategy, and identifying growth opportunities.
• Data Governance: Collaborate with stakeholders to establish and implement robust data governance policies and procedures for security, privacy, and compliance.
• Cross-Functional Collaboration: Work closely with product, engineering, sales, marketing, and other teams to identify and prioritize data-driven initiatives.

Qualifications:

• Technical Expertise: Deep knowledge of SQL, Python (or similar data science languages), and data modeling techniques. Experience with cloud-based data platforms is a plus.
• Leadership: Proven experience building and leading data teams, attracting and developing top talent.
• Business Acumen: Ability to align data strategy with business objectives, clearly articulating the value of data-driven solutions.
• Communication: Exceptional communication and presentation skills, capable of tailoring complex information for diverse audiences.
• Bachelor's Degree: In Computer Science, Statistics, Mathematics, or a related field. Master's degree preferred.
• Experience: 8+ years of experience in data analytics and data science, including 3+ years in a managerial role demonstrating a hands-on approach.

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, NH and VA

About The Role:

This Senior Python Engineer will be one of the founding members joining the Machine Learning Team that pioneers the path to bringing machine learning into our daily operations.  We don’t expect you to have machine learning experience, just the desire to learn and grow with the role.  This role will be  joining a team that is responsible for achieving the highest customer satisfaction, whilst minimizing costs over millions of roadside assistance dispatches each year.  The ideal candidate brings their experience in Python, their drive and passion to learn Machine Learning systems and hits the gas pedal to help supercharge the team.  What better way to do that than with the Data Science and Analytics team as part of your pit crew to help.  Are you a Python driver that can recommend strategies for improving system applications and services and a focus on ease of deployment, security, reliability, stability, availability and performance and up for a challenge?

Key Outcomes:

• Deliver products/systems through their full life cycle, from idea conception, technical planning, implementation, launch, measurement, and maintenance/iteration.
• Contribute to developing a strong culture of quality, availability, and security through attention to detail and by supporting industry leading best practices
• Drive optimal solution design collaborating with product owners, architects, operations, client services, and cross-functional teams to move fast on creating solutions to client and business problems and as well as be able to identify and act on new opportunities

Qualifications:

• CS or Engineering related Degree
• Experience building large, complex systems, particularly web services, RESTful APIs, and continuous integration and delivery.
• 3-5 years of experience in software application development and design experience.
• 5+ years experience in Python. 
• Understand fundamental design principles behind a scalable application.
• Excellent communication skills, with the ability to interact with other teams.
• Motivated to understand the nuances of data and its impact on the business.

Nice to Haves:

• Machine Learning
• SQL
• #LI-REMOTE

About the Role: 

Responsible for handling cases that are forwarded by Kia Consumer Affairs Center for additional support outside the scope of a Total Case Specialist responsibilities.  To take a leadership role in answering all customer inquiries, including complex customer problems and/or complaints requiring interpretation, investigation and follow-up.  Managing inbound and outbound calls to proactively work with customers. To determine the best approach to effectively achieve a positive experience for the customer and our client. Exercises judgment and determines involvement with dealers, Kia field representatives, Escalated Case Coordinator and the consumer to ensure early intervention and resolution. Responsible for cultivating and maintaining loyal customer relationships.

Key Outcomes:

• Investigate customer concerns by working with consumers, and interacting with Kia’s Case Coordinator to gain a complete understanding of entire case issues. 
• Use discretion and decision making with cases which are forwarded to the Kia Regional Analyst from Kia Consumer Affairs Center. To ensure they are handled with a higher priority by utilizing their Escalator Case Coordinator to obtain assistance from dealers, client field representatives and national staff.  Early intervention is the objective to keep customer retention and foresee any repurchase or replacement of vehicles. 
• Cases forwarded to the regional representative are sent because they have met the client criteria for the case to be escalated for handling beyond the KCAC total case managers abilities. This includes but is not limited to: Vehicle repair complaints, Lemon Law concerns, accident and fire reports, attorney inquiries, dealer retaliation, rebate questions/concerns, incentive information, media complaints, reimbursement requests, cross-border clearances, financial questions based on Kia and relevant financial institutions, sales complaint, Field Technical Representative (FTR) appointments, a decision needs further review, customer no longer wants the vehicle, customer threatening to get an attorney, customer wants to file with BBB, customer feels they qualify for the Lemon Law, vehicle has multiple repairs for the same issue, customer vehicle is down for over ten calendar days, customer is asking for someone higher.
• Determines the client’s liability in regard to the vehicle and situation. Checks to see if the vehicle qualifies with the state's lemon law. Assist with determination on a resolution that is satisfactory for both the consumer and our client.
• Customer interaction at the highest level in order to meet the client’s highest level of customer satisfaction and resolution.
• Required to review the case in detail by gathering sales documents, loan contracts, repair orders, receipts and all pertinent documents. Using required software to create a spreadsheet and review if necessary with management to determine a higher level of monetary resolution.
• Negotiates with the consumer in regards to the situation to offer the best possible solution for both parties. Must have great negotiation skills in order to resolve extreme situations with a consumer. The goal is to represent the client’s brand name in the most efficient manner.
• Provides accurate and timely communication of all legal documents to be presented to customer;
• Educates and explains all areas that pertain to the situation and provides clear and concise case notes documenting the issue.
• Provides real time input and consultation to clients 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.
• Attends assigned training sessions for further improvement in client and customer satisfaction, client information and job performance.

Qualifications:

Education: Associate Degree or equivalent work experience.

Experience: 0 – 2 year related experience.  Customer service experience, contact center environment preferred.  Automotive industry experience preferred. Must be Kia Consumer Affairs trained.

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 and take action 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.

Additional Responsibilities:  Actively promotes the corporate mission and value statement. Flexible work schedule including nights, weekends, holidays, and on-call status. Limited travel required. Assumes additional responsibilities as assigned

Special Requirements: 

• Must be Kia Consumer Affairs trained. 

Contact Center Internal Hiring Requirements: 

• Must be Kia Consumer Affairs trained.
• Must be in current role for a minium of 90 days. 
• Must not be on an active written warning, final warning, or performance improvement plan. 
• Must have satisfactory performance and attendance.

All internal applications must be reviewed and approved by Human Resources, Operations, and Staffing to be considered. 

Agero is looking for a Senior DevOps Engineer to help with the design, implementation and maintenance of scalable, and efficient infrastructure. This role will involve collaborating with Engineering and QA teams to automate manual processes, and ensure high availability, reliability, and performance of our systems.

Key Outcomes: 

• Review, troubleshoot and approve pull requests drafted by more junior engineers and approve and offer feedback that will improve code quality
• Plan with DevOps on capacity planning and monitoring using Datadog
• Analyze developer workflow by working closely with team leads and attending squad standup meetings and suggest improvements
• Write infrastructure as script using Terraform to help create AWS, Datadog and other technology
• Write script using Harness or CircleCI to help create development pipelines that will push code to the Dev, Staging and Production environments
• Build scripting to allow for canary deployments into our CI/CD pipeline
• Add stages that will include stress testing mechanisms using K6.io
• Write bash scripting to help automate development workflows so that manual processes that are currently run by developers or QA are automated
• Utilize Terraform to deploy and manage infrastructure

Qualifications: 

• Bachelor’s Degree in Computer Science/related field or equivalent work experience 
• 7+ years of DevOps engineering experience
• 2+ years of experience with programming/scripting languages such as Ruby on Rails, Python, or Bash
• Strong understanding of cloud computing concepts and experience with cloud platforms (AWS, Azure, GCP)
• Familiarity with infrastructure as code tools such as Terraform, Ansible, or CloudFormation
• Experience with the following CI/CD tools: HarnessCD, CircleCI, or Gitlab CI/CD to automate the build, test, and deployment processes. 
• Hands-on experience with containerization and orchestration technologies(ECS, Docker)
• Excellent problem-solving skills and attention to detail

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NM, NH, TN, GA, NC, and VA
• Canada: Province of Ontario
• #LI-REMOTE

About The Role:

Agero has a vision to automate the roadside assistance industry. This means providing the automotive and insurance industry with a way to enter details about people who have broken down, then automatically determining the best quality and fastest response from thousands of towers and their nationwide fleet of tow trucks all running our towing app.This creates interesting UI/UX challenges - we’re building something that no one else has built and we have three user perspectives on the same data. We work in small teams of 3-5 engineers called “squads” to strategically execute on different areas of the codebase. This creates a small-team feeling while being a part of a larger organization.  We're using React on the Web, and React Native for iOS and Android.

Key Outcomes:

• Own the front end web code and experience
• Help shape the front end architecture and institute best practices throughout our code base
• Help grow and mentor the front end team
• Help scale the front end codebase to keep up with increasing demand
• Work with a designer / product manager to get new features out quickly and bug free
• Convert Figma files into functional styled components
• Ensure cross-browser, cross-platform, and cross-device compatibility
• Bring innovative ideas and solve complex technology problems 
• Work closely with UX/UI designers, product managers, QA engineers, and backend developers. 
• Own the successful implementation of product features and codebase improvements, from development to release and beyond.
• Collaborate with other members of the front end team

Requirements:

• 5+ years of professional software development or UI/UX development experience 
• 3+ yrs professional experience in a modern React environment (Hooks, Context, API, Suspense)
• Extensive knowledge of testing (Cypress for visual regression testing, Jest for unit testing) 
• Excellent knowledge of HTML5, CSS3 and JavaScript
• Experience using git with pull requests and code reviews
• Bachelor’s Degree in Computer Science or related field or equivalent 

Nice To Have:

• Experience working with GraphQL
• Experience working with TypeScript
• Experience working with Relay
• Experience working with React Native

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NM, TN, GA, NC, NH and VA
• Canada: Province of Ontario
• #LI-REMOTE

We are looking for a results oriented, passionate and dynamic Senior Automation Engineer to join our rapidly growing engineering team!

Responsibilities:

•  Develop and Maintain automation framework(s) and scripts across multiple projects
•  Write and Execute test cases and test plans using test management tools
• Ensure using QA best practices by writing test cases according to the guidelines, filing the bug reports using accurate information, reproduction steps and related documentation and(or) screen recordings
• Write automation scripts according to the coding guidelines and conventions
• Collaborate with cross functional team members to understand the requirements, communicate QA status, and help with production defects repro steps
• Ensure QA test cases map to the functional requirements and create the RTM matrix
• Provides work estimates during sprint planning and stand-ups

Requirements:

• B.S degree or equivalent in Computer Science or related field
• Candidate should have at least 5-7 years of related experience
• Experience with any of the following languages - Ruby (preferred), TypeScript, JavaScript, or other common languages (Java, Python, etc.)
• Experience with Cucumber, Selenium, and Capybara frameworks
• Experience testing Web and Mobile applications
• Experience creating and maintaining automation scripts for web app testing
• Experience testing APIs (GraphQL preferred), knowledge of related tools such as Postman, JMeter
• Experience with one or more test management tools such as, Zephyr, TestRail
• Experience with mobile automation, load and performance testing is a big plus
• Knowledge of “shift left” paradigm is a big plus

Nice to haves: 

• Some knowledge/experience of rspec and cypress is a plus

Hiring In:

• United States: CA, AZ, FL, NC, IL, KY, MA, MI, NM, TN, NH and VA
• Ontario (Toronto)
• #LI-REMOTE

Role Description and Mission:

The Roadside Assistance Sales & Support Advisor will be responsible for promoting the use of emergency roadside services to insurance agents. This includes educating and training agents on the benefits of recommending our services to their customers and how to utilize our online tools effectively. The role combines elements of sales, customer service, and education/training.

Key Outcomes: 

• Sales and Promotion: Actively sell the concept of emergency roadside services to insurance agents. Develop and implement strategies to encourage agents to recommend these services to their customers
• Training and Support: Conduct training sessions for insurance agents on how to use our online tools and services. Provide ongoing support and answer any queries agents may have
• Relationship Management: Build and maintain strong relationships with insurance agents. Act as the main point of contact for agents regarding our services
• Feedback and Improvement: Gather feedback from agents and customers to improve the service offerings. Communicate this feedback to the product development team
• Market Analysis: Keep abreast of market trends in the insurance and roadside assistance sectors. Use this information to inform sales and training strategies
• Reporting: Maintain accurate records of sales and training activities. Report on these activities to management regularly
• This role will require occasional travel to meet with insurance agents, attend conferences and conduct in-person training sessions. Flexibility to work outside standard business hours when necessary

Skills, Education and Experience:

The Roadside Assistance Sales & Support Advisor, which combines sales acumen with training expertise, requires a professional who is not only knowledgeable about the product (in this case, emergency roadside services) but also skilled in communicating its value and functionality to potential users. Here are some background qualities, skills, and experiences that are typically needed for such a role:

Skills:

• Strong Communication Skills: Ability to clearly articulate the benefits of the service and proficiently demonstrate how to use online tools
• Persuasive Selling Skills: Proficiency in convincing agents to adopt the service by highlighting its value proposition
• Training and Educational Skills: Capable of educating and training agents on how to effectively use the provided online tools and services
• Customer Service Orientation: A strong focus on understanding and meeting the needs of insurance agents and their clients
• Problem-Solving Abilities: Capacity to identify and address any concerns or obstacles that agents might have regarding the service

Experience:

• Sales Experience: 2-4 years experience in sales, particularly in a B2B environment, is crucial. Experience in insurance or a related field can be particularly beneficial
• Training Experience: A background in training or education, especially in a corporate setting, where the individual has had to teach or train others on new systems or services
• Industry Knowledge: Understanding of the insurance industry, particularly auto insurance and roadside assistance services
• Technical Proficiency: Familiarity with online tools and platforms, as the role involves training agents to use digital services
• Customer Relationship Management: Experience in managing client relationships, understanding client needs, and providing solutions
• Strong Communication Skills: Ability to clearly articulate the benefits of the service and proficiently demonstrate how to use online tools
• Persuasive Selling Skills: Proficiency in convincing agents to adopt the service by highlighting its value proposition
• Training and Educational Skills: Capable of educating and training agents on how to effectively use the provided online tools and services
• Customer Service Orientation: A strong focus on understanding and meeting the needs of insurance agents and their clients
• Problem-Solving Abilities: Capacity to identify and address any concerns or obstacles that agents might have regarding the service
• Strong interpersonal skills, adaptability, patience in teaching, and the ability to handle objections effectively

Education:A bachelor's degree in business, marketing, communication, or a related field can be advantageous, although not always required. Any relevant certifications in sales, training, or the insurance industry can be a plus.

Hiring In:

• United States: AZ, FL, IL, KY, MA, MI, NC, NM, TN, GA, and VA