Remote/On-site - Kia Care, Regional Analyst at Agero

, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

18.25

Posted On

22 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Problem Solving, Negotiation, Judgment, Communication, Technical Skills, Empathy, Collaboration

Industry

IT Services and IT Consulting

Description

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/. Note: For technical and other select roles, your first day will be spent at our HQ in Medford, MA to facilitate a smooth onboarding experience. Willingness to travel is required, as you may need to attend on-site team meetings from time to time. NOW HIRING! 🚗✨ Remote Regional Analysts – Kia Consumer Affairs We’re currently hiring for two Remote Regional Analysts in Consumer Affairs on the Kia Care team. In this role, you’ll serve as a key escalation point for complex Kia consumer cases that require detailed investigation, expert judgment, and high-level customer service. You’ll work closely with dealers, field reps, and internal teams to support resolution efforts that align with customer satisfaction goals and brand standards. About the Role As a Regional Analyst (also known as an Escalated Case Representative), you will manage escalated Kia customer concerns beyond the scope of Total Case Specialists. You’ll lead the resolution process by conducting in-depth investigations, determining client liability, and working cross-functionally to implement solutions. This is a fast-paced, customer-facing role requiring sound judgment, negotiation skills, and a deep understanding of Kia policies, customer service standards, and consumer protection regulations What You'll Do Investigate escalated customer concerns and determine the most effective and compliant resolution path. Serve as a high-level liaison between customers, dealers, Kia field staff, and internal case coordinators. Analyze repair history, vehicle status, and customer demands to propose appropriate outcomes. Manage communications involving legal inquiries, attorney threats, BBB filings, and Lemon Law claims. Recommend reimbursement and monetary resolutions; negotiate fairly with customers. Ensure timely and accurate processing of customer-facing documents. Identify trends or recurring vehicle issues and escalate to internal teams. Attend regular training and remain up to date on Kia policy, customer service best practices, and technical product knowledge. Your Impact Take Ownership of Escalated Cases: Handle advanced Kia consumer concerns forwarded by the Consumer Affairs Center, including legal inquiries, Lemon Law claims, vehicle fire/accident reports, and high-priority complaints. Lead Resolution Efforts: Collaborate with Kia dealers, Field Technical Representatives (FTRs), Escalated Case Coordinators, and legal teams to drive case resolution that satisfies both the customer and the brand. Determine Liability & Solutions: Investigate eligibility for vehicle buybacks, replacements, or goodwill adjustments. Apply state regulations and client policies to ensure proper resolution. Support Customer Retention: Engage early and often with customers to defuse dissatisfaction and protect brand loyalty, using empathy, professionalism, and sound decision-making. Handle Complex Documentation: Collect and analyze loan contracts, sales documents, repair orders, and legal paperwork. Create spreadsheets and case reports to support internal and external stakeholders. Deliver Quality Communication: Respond to customers with clarity, accuracy, and empathy. Maintain thorough and grammatically sound case documentation in internal systems. What We're Looking For A collaborative problem-solver who can find common ground and create fair, practical solutions. An empathetic communicator focused on delivering an excellent customer experience. Known for exercising excellent judgment in all situations. Tech-savvy, comfortable with Google Workspace, and eager to learn new technologies. Able to manage sensitive or high-stakes customer situations with calm and professionalism. Position Requirements Location: Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia. Experience: Must have experience working in the Kia Consumer Affairs department at Agero. Customer Focus: Genuine passion for helping others, with proven experience in customer-facing or support roles. Knowledge: Familiar with Lemon Law or automotive compliance preferred. 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 with peers and leaders. Flexibility: Availability for evenings, weekends, and peak times as needed. Background Check: Must pass a criminal background screening. Home Office Setup: Personal desktop/laptop computer, wired high-speed internet, webcam, active cell phone, and wired headset required. Remote Technology Requirements To succeed in this remote role, associates must have their own compatible home equipment. All devices will be verified through a short system compatibility test during the hiring process. 💻 Required Equipment & Specs: Computer: Personal desktop or laptop with Windows 10 or Windows 11 Processor: 2+ cores, minimum 3.5 GHz (boosted/turbo speed) RAM: 8 GB or greater Storage: Minimum 20 GB free space Webcam Wired Headset Browser: Google Chrome 23+ or Mozilla Firefox 3+ Internet: Secure, wired high-speed connection Minimum upload: 6 Mbps Minimum download: 15 Mbps Maximum latency: 80–100 ms Cell Phone: In-service device capable of SMS and app downloads (used for two-step authentication) Security: Device must be password-protected ❌ Not Allowed: MacBooks, iPads, iMacs, Chromebooks, Surface Pros/Go, Samsung Notebooks Mobile hotspots, Wi-Fi only connections, satellite internet, USB tethering VPN, privacy, or proxy services Important: All software must be installed on your physical machine, not accessed through hosted PC services. If multiple Agero employees are using the same household network, please let us know -additional information may be requested. Access via a public VPN service is strictly prohibited. If you are subscribed to any VPN, privacy, or proxy services, they must be disabled while working. Pay and Benefits We believe in rewarding your work with fair pay, great benefits, and opportunities to grow. 💵 Pay: $18.25 per hour Incentives: Opportunity to earn up to 4% bonus Benefits Package Includes: Medical, Dental, and Vision insurance 401(k) with company match Paid Time Off Tuition Reimbursement Complimentary Roadside Assistance Employee Assistance & Work/Life Program (EAP) Career growth and advancement opportunities Please Note: 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. Training and Schedules Your success starts with paid training and a clear path forward. 📅 Start Date: This role is expected to start on Monday, November 3rd, 2025 📚 Training Schedule: 08:00 am to 05:00 pm EST, M-F for 6 weeks 🕐 Production Schedules: Available shifts are flexible within the department's hours of 08:00 am to 09:00 pm EST, M-F. Full time only. 8:00 am to 5:00 pm EST 9:00 am to 6:00 pm EST 10:00 am to 7:00 pm EST 11:00 am to 8:00 pm EST 12:00 pm to 9:00 pm EST Attendance during training is required for success. Your performance will be assessed throughout training, and you’ll also have opportunities for cross-training to expand your skills and advance your career. Hiring Remotely in: AL, AZ, FL, GA, MS, TN, and VA Last day to apply: Friday 10/24/2025 at 05:00 pm EST. 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 Kia Consumer Affairs team to deliver exceptional customer assistance. Enjoy world-class training, ongoing support, and advancement opportunities. Help customers through complex situations, grow your career, and make a genuine difference—apply now! Life at Agero: At Agero, you'll find a workplace where your unique perspective is not just welcomed, it's celebrated. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. If you're looking for a company that values your individuality, provides opportunities for growth, and champions open communication, Agero is the place for you. Join our team and help us drive the future of driver assistance, while experiencing a workplace where you can truly thrive. Benefits Built for Well-being: Agero’s innovation is driven by a workforce where all associates feel like they can truly thrive. Agero offers a wide range of benefits to promote well-being, encourage personal development, and ensure financial stability. 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. Bonus/Incentive Programs Join Agero and experience a workplace that invests in your success both personally and professionally. *It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Responsibilities

As a Regional Analyst, you will manage escalated Kia customer concerns and lead the resolution process through detailed investigations. You will collaborate with various stakeholders to ensure customer satisfaction and compliance with Kia policies.