About the Role:

Join our compassionate Consumer Affairs team as a Remote Customer Care Specialist in Kia Care. In this role, you’ll navigate complex customer cases, from addressing inquiries and warranty coverage to resolving dealership complaints, troubleshooting technical features, and managing vehicle subscription services. Your primary focus will be to investigate customer concerns with empathy, deliver thoughtful solutions, and ensure personalized, exceptional care for each customer.

Your Impact:

As a Remote Customer Care Specialist, you’ll play a critical role in shaping the customer experience. You’ll be the reassuring voice that guides customers, even when they are impatient or frustrated, through challenging issues like navigating warranty extensions and providing technical support for features like the Owner’s Portal, Bluetooth, radio, and navigation. Your efforts will make a genuine difference by resolving issues with empathy, ensuring customers feel valued, and enhancing their overall satisfaction with Kia. 

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.

Qualifications:

• A genuine passion for helping others, supported by volunteer experience or community involvement.
• Strong computer and technical proficiency, including Google Workspace (Docs, Sheets, Slides, Gmail).
• Previous experience in a customer service, sales, or technical support role, especially in a fast-paced contact center environment is preferred.
• Ability to work independently and effectively in a remote environment.
• Has a compatible home computer, secured high-speed internet, webcam, and wired headset.
• Must reside in Alabama, Arizona, Florida, Georgia, Mississippi, New Mexico, Tennessee, or Virginia.
• Be able to successfully pass a criminal background check. 

Start Date: Monday, 09/23/2024

Training Schedule: 10:00 am to 7:00 pm EST, M-F for 6 weeks 

Production Shifts: Full Time between the hours of 8:00 am to 9:00 pm EST, M-F 

Click here to learn more about pay, benefits, and training!

Click here to learn more about work from home computer and internet requirements!

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, we want to hear from you! Join our team as a Remote Customer Care Specialist, where you’ll have the opportunity to deliver exceptional service, resolve complex issues, and create memorable experiences that leave customers saying, "Wow!" Apply now to make a real difference and thrive in a rewarding remote work environment.