Onsite, Total Case Specialist, Kia Care (Customer Service Rep)
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, visit .
Note: For our technical positions, we love to get you started in person! You may be required to travel to Medford for your initial onboarding. Don't worry about the logistics - once you're hired, we handle all travel arrangements and expenses for you.
Role Description and Mission:
This is an in-person position located at our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040. Associates hired for this role are expected to train and commit to working onsite.
Agero is currently hiring for Onsite Total Case Specialists to take inbound calls in our Consumer Affairs department for Kia Care. In this role, you will handle vehicle-related inquiries, provide technical support, and resolve complex customer issues with exceptional care.
As a Total Case Specialist in Kia Consumer Affairs, you’ll handle a wide range of customer cases related to vehicle concerns - from warranty coverage and repair assistance to service campaigns, technical support, and dealership issues. Customers may reach out with general questions or in stressful situations, and your role is to provide calm, empathetic guidance every time.
You’ll act as a trusted liaison between customers, dealerships, and Kia - ensuring customers receive the help they need and hang up feeling heard, valued, and confident in their connected technology and ownership experience.
Key Outcomes:
- Manage a High Volume of Cases: Handle inbound calls and outbound follow-ups to resolve concerns, from troubleshooting Kia Connect and mobile app integration to navigating warranty coverage, repair assistance, and service campaigns.
- Be the Customer’s Voice: Serve as the bridge between customers, dealerships, Kia, and any third party vendors, ensuring smooth communication and empathetic solutions.
- De-escalate and Resolve: Listen actively, acknowledge concerns, and deliver calm, personalized support to frustrated callers while focusing on positive, lasting resolutions.
- Elevate the Customer Experience: Deliver empathetic, personalized support that strengthens customer satisfaction and long-term loyalty.
- Build Brand Trust: Represent Kia with professionalism and care, reinforcing the brand’s reputation for reliability and service excellence.
- Drive Service Excellence: Facilitate smooth communication between customers, dealerships, and Kia to ensure timely, effective resolutions.
- Empower Customers: Help customers understand their vehicle’s features, warranty coverage, and available resources so they feel confident and informed in their ownership experience.
- Collaborate for Success: Partner with dealerships, Kia, and external & internal teams to resolve a range of issues related to in-car technology, subscription services, warranty coverage, and backordered parts.
- Document with Care: Record all case details and customer interactions accurately, ensuring timely follow-up and resolution.
- Provide Technical Guidance: Help customers troubleshoot vehicle features such as the Owner’s Portal, Bluetooth, infotainment, radio, and navigation with clear, step-by-step support.
- Navigate Digital Tools: Use web-based systems and CRM tools to manage workflows, coordinate service requests, and track case progress.
- Excel in our In-Person Contact Center: Thrive in an independent, performance-driven onsite office style environment where reliability, empathy, and consistent quality service are recognized and rewarded. Connect directly with your teammates, peers, and leaders while working face-to-face and online using Zoom and Google Chat. Team work and positive attitude required.
Skills, Education, & Experience:
- Empathy in Action: You listen with care, respond with compassion, and support customers through stressful situations.
- Case Management & Multi-tasking Mastery: Manage multiple calls, dispatch requests, and systems efficiently. Able to speak to customers or providers on the phone, while typing detailed call notes, looking up information, and navigating multiple screens. You take ownership of your work, prioritize effectively, and follow through on every case.
- Strong Communicator: You set clear expectations, keep your word, and build trust through empathetic two-way communication.
- Problem-Solver & De-escalator: You stay calm under pressure, think critically, and offer innovative solutions.
- Customer Advocate: You go the extra mile to ensure concerns are fully understood and resolved.
- Computer Proficiency & Technical Support Skills: Skilled at navigating multiple digital tools and CRM software confidently. Able to type at least 45 wpm accurately on a computer keyboard. You’re comfortable troubleshooting infotainment, navigation, Bluetooth, and other vehicle technologies with clear step-by-step guidance.
Position Requirements:
- Location: Must live in the state of TN (or KY) within 50 miles of our Clarksville contact center at 2971 International Blvd, Clarksville, TN 37040 as this role is onsite in our contact center office.
- Experience: 1+ year of continuous customer service, sales, or technical support, including in-person retail, hospitality food service, or administrative support. Experience in a fast-paced contact center is preferred.
- Customer Focus: Genuine passion for helping others, with proven experience in customer-facing or support roles.
- Technical Skills: Comfortable navigating Google Workspace (Docs, Sheets, Slides, Gmail) and web-based systems to manage customer and vehicle information.
- Professional Readiness: Thrive in a professional in-person contact center environment, collaborating effectively with peers and leaders.
- Flexibility: Availability for evenings, weekends, and peak times as needed.
- Background Check: Must pass a criminal background screening.
- Onsite Role: This is an in-person position located at our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040. This is not a remote role. Associates hired for this role are expected to work onsite.
Pay, Benefits, & Career Growth:
- Starting Pay: $16.50 per hour
- Bonus and Incentives: Opportunity to earn up to 4% semi-annual performance and attendance bonus + Shift differentials for working after 6pm and on weekends! ($1.75 to $2.50 per hour.)
- Benefits: Medical, Dental, and Vision; 401(k) with match; Paid Time Off; Tuition Reimbursement; and Complimentary Roadside Assistance.
- Career Growth & Development: Invest in your future with access to online skill-building courses, mentorship, and cross-training programs designed to build the expertise needed for advancement at Agero.
- Compensation Note: Actual salaries may vary and may be above or below the range presented based on various factors, including, but not limited to, work location, experience, job-related skills, and relevant training and education.
Training and Schedules
- Attendance & Performance: 100% attendance is required during the training period to ensure your success. Your performance will be assessed throughout this time, and you will have ongoing opportunities for cross-training to expand your skills and advance your career.
- Location: This is an in-person position located at our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040. This is not a remote role. Associates hired for this role are expected to work onsite
- Mandatory Training: Each start date includes four weeks of mandatory paid training (Monday–Friday). Attendance is required and training schedules cannot be modified.
- Production Schedules: After training, you will transition to your selected Production Schedule. These shifts are based on current business needs and vary by start date. Weekends off.
- Full-Time Availability: This is a full-time position only.
- Commitment: Production schedules are static. New hires must keep their selected schedule for 90 days and then are eligible to request changes if desired. All schedule requests are subject to business needs. Our associates participate in semi-annual shift bids.
- Selection Process: Schedules are chosen during the offer process on a first-come, first-served basis. Available shifts are subject to change based on business requirements.
- Kia Care Consumer Affairs Hours of Operation: 08:00 am to 09:00 pm EST. Monday through Friday. Full Time only.
Upcoming Training Classes:
CLASS B: Start Date: September 14th, 2026
- Training Schedule: 09:00 am to 05:00 pm EST. Monday - Friday for four weeks.
- Production Schedules:
- 12:30 pm - 9:00 pm EST - Saturday/Sunday off
CLASS C: Start Date: September 28h, 2026
- Training Schedule: 09:00 am to 05:00 pm EST. Monday - Friday for four weeks.
- Production Schedules:
- To Be Determined. Actual shift times are still pending and will be posted as soon as they are available. All shifts are full time, between the Kia hours of operation of 08:00 am - 09:00 pm EST, Monday - Friday.
CLASS D: Start Date: October 26th, 2026
- Training Schedule: 09:00 am to 05:00 pm EST. Monday - Friday for four weeks.
- Production Schedules:
- To Be Determined. Actual shift times are still pending and will be posted as soon as they are available. All shifts are full time, between the Kia hours of operation of 08:00 am - 09:00 pm EST, Monday - Friday.
What to Expect After You Apply:
- Immediately after you apply, check your inbox for a "Magic Link" from our vendor partner, Harver.
- Complete your Harver Computer Skills Assessment right away. It only takes about 5-10 mins total to do this step.
- Keep an eye on your text messages and email for an update. Qualified candidates will be sent a calendar link to schedule an interview on Zoom with a Recruiter.
Hiring In:
- United States: Clarksville, Tennessee
The anticipated closing date to submit applications for this role is July 29th, 2026 and September 4th, 2026 by 5:00 pm. Join our Greenhouse Candidate Portal to track your application status and receive instant alerts for future openings.
The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees.
National Pay Range
$16.50 per hour USD
Life at Agero:
At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive.
Benefits Built for Well-being:
Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. Our benefits include:
- Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
- Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
- Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
- For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
- Family Support: Parental planning benefits to assist associates through life’s milestones.
- Bonus/Incentive Programs
Join Agero and experience a workplace that invests in your success both personally and professionally.
*Applicants must be currently authorized to work in the United States on a full‑time basis. This position is not eligible for employer visa sponsorship now or in the future.
*It is unlawful in Massachusetts to required or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
As published by greenhouse
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter
- Preferred First Name
- Do you live within a 50-mile commutable distance from our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040? choose one
- Home Address
- City
- State choose one
- Zip code
- Country choose one
- Are you authorized to work in the United States? choose one
- Are you at least 18 years of age? choose one
- Have you ever worked for Agero (formerly known as Cross Country Automotive Services or ATX)? choose one
- How did you hear about this job opportunity? choose one
- If you were referred by a current Agero employee, please provide their full name so they can receive credit! optional
- The pay rate for this role is $16.50 per hour. Additionally, you have the potential to earn up to a 4% bonus based on performance and attendance. Is this compensation acceptable to you? choose one
- We offer a comprehensive benefits package including: Medical, Dental, Vision, 401(k), Tuition Reimbursement, Paid Time Off (PTO), Free Roadside Assistance, and opportunities for Career Advancement. Does this benefits package meet your needs? choose one
- At this time, we are only hiring for Full-Time (40 hours/week) opportunities. Are you available and seeking a full-time career? choose one
- Select your preferred start date. choose one
- If none of these training classes work for you, what is the earliest date you would be available to start? optional
- Are you able to attend 100% of the paid mandatory 6-week training schedule for your selected start date? choose one
- Onsite New Hire Training Expectations choose any
- Do you agree to be fully engage during the new hire training and on camera for the online portions as described above? choose one
- Kia Care, Consumer Affairs is open from 7:00am to 8:00pm CST, Monday - Friday and closed most major holidays. Available Production Schedules have static start times and require working full time with weekends off. Location: This is an in-person position located at our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040. Associates hired for this role are expected to work onsite. choose any
- Please select the shift types you are consistently available to work successfully (Select all that apply): choose any
- Please select the shift(s) you are most interested in working after training from the possible production schedule options listed below. choose any
- Please note: While we do offer a set production schedule, this role may require flexibity including mornings, days, evenings, weekends, holidays, or overtime to support Kia and Agero customer needs. Are you flexible with your schedule and able to help out in these situations? choose one
- Do you have any pre-planned time off or appointments that would require you to miss time in the next 90 days? choose one
- If yes, please list the specific dates for your time-off request(s). Please Note: This is informational only. optional
- This position is strictly onsite at our Clarksville, TN contact center (2971 International Blvd). Are you able and willing to commute to this location for every scheduled shift? choose one
- We are a tech-driven environment. Associates will be required to use tools such as a Windows PC, Google Workspace (Gmail, Docs, Sheets, etc.), web-based case management software, a headset and softphone system, a webcam for Zoom, and a mobile app for security authentication. How experienced are you with using computers with this type of multi-system technology setup? choose one
- Do you have a personal smartphone capable of sending/receiving texts and downloading apps (used for two-step security authentication and timekeeping). choose one
- Which of the following BEST describes your primary use of computer or PC technology? choose one
- Please select all of the following tools you have used in a professional or educational capacity. choose any
- Are you currently employed? choose one
- Which industry best describes your current or most recent work experience? choose one
- What is the name of your current or most recent employer?
- What is your current or most recent job title?
- Do you have 6 months or more of RECENT experience in customer service, sales, or technical support? choose one
- How much previous experience do you have working in a contact center environment? choose one
- To help you get a better understanding of the Total Case Specialist position and the situations you would encounter, please review the following scenarios and select the response that best describes how you would handle each situation. choose any
- A Kia owner calls in extremely frustrated because their vehicle has been at the dealership for three weeks awaiting a part. They are yelling and demanding to speak to a supervisor immediately. What is your first priority? choose one
- A customer is requesting a reimbursement for a rental car that falls slightly outside of the standard Kia policy. You aren't sure if it should be approved. How do you proceed? choose one
- You are on a call with a customer while simultaneously researching their case history. The customer is asking rapid-fire questions, and your case management software is loading slowly. How do you handle this? choose one
- You have been working on a goodwill request for a Kia owner, but the request was officially denied because it falls outside of the warranty extension guidelines. You have to call the customer to let them know. What is the best approach? choose one
- A customer is calling because they cannot get their phone to pair with their Kia’s Bluetooth system. They are clearly embarrassed and mention they aren't good with technology. How do you handle this? choose one
- You promised a customer an update by 4:00 pm regarding their vehicle repair. It is now 3:45 pm and you are still waiting for the dealership to call you back with the information. What do you do? choose one
- Kia frequently updates its case management processes or policies to improve the customer experience. You just learned there is a new way to close a case that is different from what you've done for months. How do you react? choose one
- You have been a Total Case Specialist for 6 months and have mastered the basics. You notice a new project team is forming to handle specialized cases. How do you approach this? choose one
- Total Case Specialists handle inbound calls and manage assigned cases from customers dealing with stressful and complex vehicle-related issues, such as technical problems, warranty coverage, repair assistance, and recall concerns. Are you comfortable managing calls from frustrated, overwhelmed, or upset customers, while staying calm and focused on delivering effective solutions? choose one
- This role requires multitasking in a fast-paced environment, including taking calls, using web-based programs to access customer information, and entering data on the computer. Are you comfortable managing these tasks simultaneously while maintaining accuracy, efficiency, and delivering great customer service? choose one
- Kia Care is a fast-paced, goals-oriented contact center environment where you will manage an on-going caseload while answering incoming calls. Your performance will be measured by key metrics, including case resolution accuracy and efficiency, call quality, customer satisfaction, and schedule adherence. Are you comfortable working in a role where you are accountable to these performance goals? choose one
- Punctuality is essential. Associates are expected to be at their designated workstation, fully logged in, and ready to accept calls precisely at the start of their shift. Breaks and lunches must be managed in accordance with the schedule to ensure consistent customer and team availability. Are you able to commit to this level of schedule adherence? choose one
- We utilize call recording, real-time listening sessions, and AI-driven analysis to ensure high-quality service and provide ongoing coaching. These tools monitor interactions for accuracy, policy adherence, and professional communication. Additionally, we monitor for audio quality and background noise to ensure a distraction-free experience for our customers. Are you comfortable working in an environment where calls are monitored for quality, noise levels, and performance using these technologies? choose one
- This role requires strong computer proficiency. Our hiring process includes a brief assessment to measure your comfort with basic software navigation and multitasking. While there is no formal typing test, you should be able to type at least 35 WPM on a computer keyboard to be successful. The Harver Computer Skills Assessment is a required step to move forward. choose one
- Agero conducts pre-hire criminal background checks for all Associates. Please be aware that a criminal record, including misdemeanors and felonies, may impact your eligibility for employment. Do you understand and accept this as a condition of your candidacy? choose one
- Agero uses text messaging to help move you through the interview process quickly. We text to share application updates, schedule interviews, and be more available to support you during the process. Select YES, if we can text you. You can opt-out at any time by replying STOP.* choose one
- Data Protection Act choose any
- By checking this box and submitting my personal information, I represent that I have read and agree to the Agero Privacy Policy and Terms of Service. choose any
- Electronic Signature choose one
- After completing all previous steps in the application for this role, are you ready to move forward? choose one