About Agero:
Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visitwww.agero.com.
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.
- Training is expected to start on Monday, April 8th, 2024.
- Training schedule is 8:00 AM - 5:00 PM EST, Monday - Friday
Production Schedule:
- TBD:Shift will be between the hours of 8:00 AM to 9:00 PM EST, Monday - Friday
Houly Pay:
- $18.25 per hour +potential to earn up to 4% APIP Bonus.
- In addition to any applicable shift or language differentials, overtime pay & other incentives as available.
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.
D, E & I Mission & Culture at Agero:
We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.
The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.
THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.
To review Agero's privacy policy click the link:https://www.agero.com/privacy.
***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 contactrecruiting@agero.com.
***Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero's recruiting team directly at recruiting@agero.com.