Onsite - Kia Care, Customer Service Representative

NOW HIRING!

We are currently hiring for On-site Customer Service Representative, Total Case Specialists in Clarksville, TN 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. 

Start Date: Monday, July 21, 2025

Training Schedule: 08:00 am to 04:30 pm CST, M-F for 6 weeks

Production Schedule: 08:00 am to 04:30 pm CST, M-F. Full time only. 

 About the Role:

As a Total Case Specialist in Kia Consumer Affairs, you’ll manage a wide range of complex customer cases related to vehicle issues, including repair assistance, service campaigns, warranty extensions, and coverage inquiries. You’ll also address dealership complaints, backordered parts, and technical issues, helping customers resolve concerns with vehicle features like the Owner’s Portal, Bluetooth, radio, and navigation. 

Customers reach out to Consumer Affairs with general inquiries as well as stressful vehicle-related concerns. Your responsibility will be to provide calm, empathetic guidance tailored to each unique situation. Serving as a key liaison between customers, dealerships, and Kia, you’ll ensure customers receive the necessary assistance for their vehicles. Your role is essential in delivering exceptional service, ensuring customers feel heard, valued, and confident in their ownership experience. 

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. 

Your Impact:

• Elevate Customer Experience & Brand Loyalty: Resolve complex vehicle issues with personalized empathetic support, directly impacting customer satisfaction and fostering lasting brand loyalty. Assist in providing crucial feedback to Kia, actively shaping process improvements.
• Reinforce Brand Trust and Reliability: Serve as a positive representative of the Kia brand, strengthening its reputation for reliability and exceptional, customer-centric service.
• Drive Service Excellence: Facilitate seamless communication and collaboration between customers, dealerships, and Kia ensuring timely and effective resolutions to complex issues.
• Empower Informed Customers: Equip customers with the knowledge and tools they need to understand and utilize their vehicle's features and warranty coverage, fostering confidence and independence in their Kia ownership experience.

What You'll Do:

• Manage a High-Volume of Cases: Manage a high-volume of inbound customer cases and outbound follow up calls. Effectively handle concerns with vehicle issues, repair assistance, service campaigns, and warranty extension requests to ensure customers receive appropriate assistance.
• Give the Customer a Voice: Serve as a trusted liaison between customers, dealerships, and the auto manufacturer, facilitating smooth communication and resolution with empathy, care, and effective solutions.
• De-escalate and Resolve: Calm frustrated callers with active listening, empathetic acknowledgment of concerns, and a personalized approach to investigate and resolve issues. Provide creative solutions while focusing on delivering a positive experience that strengthens brand reputation and fosters long-term customer loyalty.
• Have a Seat at the Table: Collaborate with dealerships, the auto manufacturer, and internal teams to resolve issues related to vehicle repairs, parts, and service coverage. Ensure transparency in explaining warranty coverage, and assist with warranty extensions when needed to ensure a fair and informed experience for customers.
• Document with Precision and Care: Accurately document all case details and customer interactions, ensuring no issue is overlooked. Drive timely resolutions by actively following up on each case, leveraging web-based systems to manage workflows and access information quickly.
• Provide Expert Technical Assistance: Offer clear, easy-to-understand step-by-step technical support for vehicle features and related technologies, empowering customers to troubleshoot effectively.
• Navigate Multiple Digital Tools with Ease: Seamlessly use web-based tools and CRM systems to coordinate service requests accurately and efficiently, while documenting call notes and interactions thoroughly.
• Thrive in a Remote Environment: Excel in a fast-paced, performance-driven remote work setting where high-quality service, reliability, and continuous learning are recognized and rewarded.

What We're Looking For:  

• Empathy in Action: Handle each customer interaction with genuine empathy, acting quickly and compassionately to support customers in stressful situations.
• Case Management & Multi-Tasking Mastery: Take ownership of your cases, make sound independent decisions, prioritize your workload for timely follow-ups, and multitask effectively 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

Position 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.

Pay and Benefit Information:

Actual salaries may vary and may be above or below the range presented based on various factors, including, but not limited to, work location, experience, job related skills, and relevant training and education.

• Pay: $16.50 per hour
• Incentives:  Opportunity to earn up to up to 4% bonus 
• Benefits: Medical, Dental, Vision, 401K, Tuition Reimbursement, Paid Time Off, Complimentary Roadside Assistance, Career Advancement, Associate Assistance & Work/Life Program (EAP) and more. 

Start Date, Training, and Production Schedules: 

Your attendance during training is vital for your success, and your performance will be assessed throughout the process. Paid training will be held Monday through Friday, with class times varying. Please ensure you can commit to the full training schedule before joining. We are committed to your professional growth and career advancement. As part of your development, you'll have the opportunity for cross-training in additional skill sets, helping you expand your expertise and advance within the company!

• Start Date: This role is expected to start on Monday, July 21, 2025
• Training Schedule: 8:00 am to 4:30 pm CST, M-F for 6 weeks
• Production Schedule:: 8:00 am to 4:30 pm CST, M-F. 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!

Hiring On-site in: Clarksville, TN 

Last Day to Apply: Friday 07/06/2025 at 5:00 pm CST.