What are the responsibilities and job description for the Kia - Connect - Technical Customer Service Representative / Total Case Specialist position at Agero, Inc.?
Complete case handling of customer service inquiries and concerns associated with Connect based systems within embedded modem vehicles. Answers all customer contacts, including complex customer problems and/or complaints requiring interpretation, investigation and follow-up. Exercises independent influence and judgment with dealers, field representatives and consumers to ensure early intervention and resolution where possible. Assists with vehicle remote access inquires, subscription activation/de-activation inquires or technical support related to embedded telematics 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, client field representatives & regional staff, requiring influence at early intervention stages affecting important Kia business targets.
- Determines quality problem resolution and negotiates with dealers to gain their acceptance. Intervenes with regional staff and/or National office to assist in resolution as required on a case-by-case basis.
- Answers all Technical/Network based calls and documents as appropriate using client's case management system.
This includes but is not limited to: activation & de-activation of Connect services, upgrades to additional subscription packages, location based services (I.E. current vehicle location, POI'S & charging stations), remote access functions (I.E. climate control, start/stop & door lock/unlock), network connection troubleshooting.
- Preserves and maintains ongoing customer relationships (Kia dealers, Escalations Staff, District Parts & Service Managers and District Sales Managers), as well as the National Client Field 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 web cases as required without immediate direction.
- Provides real time input and consultation to client on trends with vehicles, parts and/or voice or customer recurring issues.
- Explains all benefits, services and claims/reimbursement procedures to customers.
- Researches product inquiries and provides consistent and efficient follow-through on all customer concerns requiring further investigation. Based on situation may provide goodwill offering to customer.
EDUCATION: Associate's degree or equivalent work experience. IT/Network related degree preferred.
EXPERIENCE: 0 - 1-year related experience. Customer Service, Technical/Network, Sales experience. Contact center environment preferred. Automotive industry experience preferred. IT/Cellular Network experience preferred.
SKILLS: Utilizes empathy, listening skills, and a professional, courteous and helpful attitude to focus on providing quality customer service. General knowledge of cellular devices, networks and cloud-based systems with the ability to troubleshoot customer concerns. Possesses the problem-solving skills necessary to make decisions and act based on sound reasoning, and independent judgment. Excellent oral and written communication skills. Able to adapt to a changing work environment and the willingness to learn new skills and develop greater job knowledge.
WORKING RELATIONSHIPS: Interfaces with multiple levels within the organization. Communicates with associates, customers and client representatives in a professional manner. Effectively teams with peers, supervisors, and management to achieve corporate and client goals.
ADDITIONAL REQUIREMENTS: Minimum 45 wpm typing skills with accuracy and proficiency in MS Word.
SPECIAL REQUIREMENTS: If remote, windows 10 pc / internet speed 110m download, 10m upload minimum.
Additional Requirements:Remote/Onsite-Remote orpotentiallyonsite if candidate is in CLK
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.