Remote - Kia Care, Customer Service Representative

Overview

Remote Total Case Specialists – Kia Consumer Affairs. We are currently hiring for Remote 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 walk away feeling heard, valued, and confident in their ownership experience.

• Manage a High Volume of Cases: Handle inbound customer calls and outbound follow-ups, resolving concerns such as warranty coverage, repair assistance, and service campaigns.
• Be the Customer’s Voice: Serve as the bridge between customers, dealerships, and Kia, 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.
• Collaborate for Success: Partner with dealerships, Kia, and internal teams to resolve issues related to vehicle repairs, backordered parts, and service coverage.
• 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 Remote Work: Thrive in a fast-paced, performance-driven environment where reliability, empathy, and quality service are recognized and rewarded.

• 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.

• Empathy in Action: You listen with care, respond with compassion, and support customers through stressful situations.
• Case Management Mastery: 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.
• Technical Support
  
  Skills:
  
  You’re comfortable troubleshooting infotainment, navigation, Bluetooth, and other vehicle technologies with clear step-by-step guidance.

• Location: Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia
  .
• Experience: 1+ year in customer service, sales, or technical support (preferably in a fast-paced contact center).
  Previous remote work experience is a strong plus.
• 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.
• Remote Readiness: Thrive in a remote work-from-home contact center environment, collaborating effectively…