Kia Care – Customer Service Representative

Kia Care – Customer Service Representative

Requirements

• Must live within 50 miles of our Clarksville, TN contact center at 2971 International Blvd, Clarksville, TN 37040
• 1 + year of previous experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment.
• A genuine passion for helping others, supported by previous experience in customer-facing or support roles.
• Strong computer skills, including the ability to open, create, and modify various documents using Google Workspace (Docs, Sheets, Slides, Gmail) and enter/retrieve customer and vehicle information using web-based systems.
• Ability to work collaboratively and effectively in an in-person office environment.
• 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.

Responsibilities

• Manage a high-volume of inbound customer cases and outbound follow up calls.
• Serve as a trusted liaison between customers, dealerships, and the auto manufacturer, facilitating smooth communication and resolution with empathy, care, and effective solutions.
• Calm frustrated callers with active listening, empathetic acknowledgment of concerns, and a personalized approach to investigate and resolve issues.
• Collaborate with dealerships, the auto manufacturer, and internal teams to resolve issues related to vehicle repairs, parts, and service coverage.
• Accurately document all case details and customer interactions, ensuring no issue is overlooked.
• Offer clear, easy-to-understand step-by-step technical support for vehicle features and related technologies.
• Seamlessly use web-based tools and CRM systems to coordinate service requests accurately and efficiently.
• Excel in a fast-paced, performance-driven remote work setting where high-quality service, reliability, and continuous learning are recognized and rewarded.

Preferred Qualifications

• Handle each customer interaction with genuine empathy, acting quickly and compassionately to support customers in stressful situations.
• Take ownership of your cases, make sound independent decisions, prioritize your workload for timely follow-ups, and multitask effectively while navigating web-based systems.
• Communicate empathetically with customers, set clear expectations, keep your word, and collaborate with dealerships, managers, and clients to resolve issues.
• Use critical thinking to resolve challenging complaints, stay calm and solution-focused under pressure, and deliver innovative solutions that exceed customer expectations.
• 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.
• 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.