What are the responsibilities and job description for the In Offce - Consumer Affairs, Customer Care Specialist position at Agero?
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 https://www.agero.com/.
About the Role:
Join our in office compassionate Consumer Affairs team as an Onsite - Total Case Specialist, (Customer Service Representative) for leading automotive brands at our Clarksville, TN contact center. In this role, you will handle complex customer cases, from addressing inquiries and warranty coverage to resolving dealership complaints, troubleshooting technical features, and managing vehicle subscription services. You will also provide step-by-step support for issues related to vehicle infotainment systems, ensuring technical problems are resolved efficiently. Your focus will be on investigating customer concerns with empathy, offering thoughtful solutions, and providing personalized care.
Your Impact:
As a Total Case Specialist, you'll play a critical role in shaping the customer experience. You'll guide customers through challenges, such as warranty extensions and technical support for features like the Owner's Portal, Bluetooth, radio, and navigation. By resolving issues with empathy and expertise, you'll ensure customers feel valued and satisfied, enhancing their overall experience with their vehicle brand. Your efforts will foster trust and long-term loyalty, making a meaningful impact on both customer satisfaction and the overall brand reputation.
Your Key Responsibilities Include:
- Empathy in Action: Handle each customer interaction with genuine empathy, and act quickly and compassionately to support customers in stressful situations.
- Case Management & Multi-Tasking Mastery: Take ownership of your cases with sound independent decisions, prioritize your workload for timely follow-ups, multitask effectively, and keep detailed notes while navigating web-based systems.
- Effective Two-way Communication: Communicate empathetically with customers, set clear expectations, keep your word, and collaborate with dealerships, managers, and clients to resolve issues.
- Problem-Solving & De-Escalation Skills: Use critical thinking to resolve challenging complaints, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations.
- Customer Advocate Extraordinaire: Act as a dedicated advocate for customers, ensuring their concerns are fully understood and providing step-by-step support to make them feel heard and cared for.
- Technical Support Expertise: Showcase your technical skills by troubleshooting issues with the vehicle's remote command, Infotainment, navigation, or Bluetooth systems, and offering easy-to-follow instructions for customers of all technical skill levels.
Skills and Qualifications:
- Genuine passion for helping others, supported by previous experience in customer-facing or support roles.
- Experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment.
- Ability and willingness to commit to working consistently in an in-office team environment. This is not a remote (work-from-home) opportunity.
- Comfortable handling high-volume calls in a structured, metrics-based environment with a focus on meeting and exceeding customer satisfaction goals.
- Strong computer skills, with an average typing speed of 35 words per minute or more.
- Experience with Google Workspace (Docs, Sheets, Slides, Gmail), including the ability to open, create, & edit documents, as well as send emails with attachments, and skilled in navigating web-based CRMs.
Additional Position Requirements:
- Must reside in the state of Tennessee. Or reside within a 50 mile radius of our Clarksville office, if located in Kentucky.
- Must live within 50 miles of our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040.
- Availability to work flexible hours, including evenings and weekends, to accommodate varying customer needs and peak call times.
- Must be able to successfully pass a criminal background check.
Please note: 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 on-site.
Pay and Benefit Information:
- Pay: $16.50 per hour up to 4% bonus opportunity
- Benefits: Medical, Dental, Vision, 401K, Tuition Reimbursement, PTO, Career Advancement and more
- Click HERE to learn more about the compensation package
Available Training Classes and Production Schedules:
- Start Date: Monday, 02/24/2025
- Training Schedule: 8:00 am to 4:30 pm CST, Monday through Friday for 6 weeks
- Production Shifts: 8:00 am to 4:30 pm CST, Monday through Friday, full-time only
We Want to Hear From You!
If you are driven by a passion for helping others and are committed to going above and beyond to make a positive impact, join our Clarksville, TN team to deliver exceptional customer assistance. Enjoy world-class training, ongoing onsite support, and advancement opportunities. Help customers through complex situations, grow your career, and make a genuine difference—apply now!
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.
At Agero, we are committed to supporting our associates by providing a comprehensive benefits package designed to promote well-being, personal growth, and financial security. 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.
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 contact recruiting@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.
***In compliance with applicable regulations, we confirm this posting is for a current vacant position.
Salary : $17
