Agero
Temporary Contractor - Remote, Customer Service Representative (PARAMOUNT)
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/.
Now Hiring: We are currently partnering with Paramount to hire for Temporary (Contract) Remote Spike Agents to assist with inbound and outbound calls in our Consumer Affairs department for Kia. In this role, you will handle vehicle-related inquiries, provide follow-up support, and help to resolve customer service issues with exceptional care.
About the Role:
As a Kia Spike Agent, you’ll handle inbound intake calls to create new Consumer Affairs cases and conduct outbound calls to follow up with customers, dealerships, and internal team members. You’ll play a critical role in ensuring customer issues are captured accurately and in a timely manner, while also helping to move complex cases forward by gathering additional context and closing any communication gaps between the manufacturer and dealers. Spike Agents directly support Total Case Specialists by helping to collect initial information from customers and ensuring follow-up tasks with dealerships are completed efficiently. You’re the front line of support and a key part of delivering a seamless, caring experience for Kia owners.
Your Impact:
- Kickstart the Customer Journey: Provide an empathetic and efficient first impression as you intake calls and set up customer cases with care and attention to detail.
- Support Case Progression: Conduct timely outbound calls to dealerships to collect updates on service campaign progress or assist with special request follow-ups.
- Bridge Communication Gaps: Act as a liaison between the customer, the dealership, and internal teams to ensure all parties are aligned and informed.
- Reinforce Brand Confidence: Represent Kia with professionalism and positivity, leaving customers and dealerships with a great impression of the support experience.
What You’ll Do:
- Intake Calls: Answer inbound customer calls to gather relevant details and create new Consumer Affairs cases for the Total Case Specialists to manage.
- Outbound Dealership Calls: Follow up with dealerships regarding open cases, service campaign progress, and special case types, ensuring timely communication and case movement.
- Provide Clear, Empathetic Support: Set the tone for a positive customer experience, using empathy, professionalism, and efficiency to handle each interaction.
- Navigate Digital Tools: Use web-based CRM and case management platforms to document case details, track updates, and communicate efficiently.
- Collaborate Across Teams: Partner closely with TCS team members, dealerships, and internal stakeholders to ensure smooth case transitions and accurate information gathering.
What We’re Looking For:
- Strong Communicators: You can explain complex topics clearly and empathetically—whether speaking to a stressed customer or a dealership service advisor.
- Detail-Oriented Intake Specialists: You know how to gather the right info and enter it accurately the first time.
- Proactive Problem Solvers: You take initiative in following up, asking clarifying questions, and keeping cases moving forward.
- Empathetic Listeners: Customers and partners alike feel heard, respected, and supported during interactions with you.
- Tech-Savvy Multitaskers: You can navigate multiple digital tools while keeping your focus on the conversation.
What You’ll Need:
- A Professional Resume showing experience in previous customer support or customer -facing roles.
- 1+ year of experience, on the phones with customers, in a contact center role, experience managing both inbound and outbound calls is a plus. Prior work-from-home experience is strongly preferred.
- Comfort with High Volume Work: You know how to manage fast-paced call environments with professionalism.
- Remote Readiness: You are self-motivated, reliable, and comfortable working independently. This is a Bring Your Own Device (BYOD) position.
- Tech Proficiency: Strong command of Google Workspace and CRM tools; minimum typing speed of 30 wpm.
Other Requirements:
- Must currently reside in Alabama, Arizona, Florida, Georgia, Mississippi, Tennessee, or Virginia.
- Must be able to successfully pass a criminal background check.
- Has compatible remote technology, including a personal desktop or laptop computer, secure high-speed internet, webcam, in-service cell phone, and wired headset.
Remote Technology Requirements:
- Candidates must pass a technology diagnostic to be considered for a remote contact center role. Passing the remote technology diagnostic is mandatory to proceed in the application process.
- Personal home desktop or laptop computer with Windows 10 or Windows 11 Operating System and ability to have a wired internet connection.
- Processor with 2 or more cores and a Processor Speed of at least 3.5 GHz (boosted, max, or turbo).
- Internal RAM of 8 GB or greater.
- Free Storage to meet or exceed 20 GB.
- Wired headset.
- Webcam.
- Google Chrome 23 or higher, Mozilla Firefox 3 or higher.
- Secure high speed internet connection, must be hardwired internet connection to a modem/router.
- Must be password protected.
- Minimum upload speed of 6 Mbps, minimum download speed of 15 Mbps, and a maximum latency of 80-100 ms
- In-service cell phone capable of receiving & sending sms text messages and downing apps. (Cell phones are used for two-step authentication).
Please Note:
- Macbooks, iPads, iMacs, Chrombooks, Surface Pros, Surface Go, and Samsung Notebooks are NOT compatible.
- Mobile hotspots, wi-fi connections, satellite internet, and usb tethering are NOT allowed.
VPN Usage Policy: * *You are not permitted to access the network using any hosted PC services. All required software must be installed directly on your physical machine. If you have any questions regarding this, please reach out to your recruiter, trainer, or supervisor for clarification. If there are multiple people working for Agero in your household, it is important to inform Agero. You may be asked to provide additional information to support their use of the network. Agero reserves the right to require employees to work from specific data locations (public IP endpoints). 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. If you have any questions about this, please contact your recruiter, trainer, or supervisor.
Pay Rate: $16.50 per hour
Training Classes 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, from 10:00 am to 7:00 pm EST for two weeks.
Please ensure you can commit to the full training schedule before joining. We are committed to your professional growth and career advancement. Temporary contractors who demonstrate strong performance, good attendance, and align with business needs may be considered for transition to regular, full-time roles after a designated period.
Start Date: To Be Determined, ASAP
Training Schedule: 10:00 am to 7:00 pm EST, Monday through Friday for 2 weeks
Production Shifts: The Kia Consumer Affairs department hours of operation are from 8:00 am to 9:00 pm EST, Monday through Friday. Shifts will be within this timeframe. Full-time only.
- 8:00 am to 5:00 pm EST with Saturday & Sunday off
- 12:00 pm to 9:00 pm EST with Saturday & Sunday off
We Want to Hear From You!
If you're passionate about helping customers, thrive in a fast-paced remote environment, and are looking to grow into a full-time role, we want to hear from you. We're seeking dedicated individuals who are ready to make an impact and commit to being part of our team. Top performers may be considered for future full-time opportunities. We’re committed to supporting your success and providing a clear path for those eager to build a meaningful career with us.
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.
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