Remote - Kia Connect, Customer Care Specialist

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Requirements:

• Genuine passion for helping others, supported by previous experience in customer-facing or support roles.
• Experience in a customer service, sales, or technical support role, preferably in a fast-paced contact center environment.
• Strong computer skills, with an average typing speed of 35 words per minute or more.
• Experience with Google Workspace (Docs, Sheets, Slides, Gmail), including the ability to open, create, & edit documents, as well as send emails with attachments, and skilled in navigating web-based CRMs.
• Be able to successfully pass a criminal background check.
• Self-motivated with the ability to work independently and effectively with minimal supervision in a remote setting.
• Comfortable handling high-volume calls in a structured, metrics-based environment with a focus on meeting and exceeding customer satisfaction goals.
• Availability to work flexible hours, including evenings and weekends, to accommodate varying customer needs and peak call times.
• Has compatible remote technology, including a home computer, secure high-speed internet, webcam, in-service cell phone, and wired headset.

Responsibilities:

• Handle each customer interaction with genuine empathy, and act quickly and compassionately to support customers in stressful situations.
• Take ownership of your cases with sound independent decisions, prioritize your workload for timely follow-ups, multitask effectively, and keep detailed notes 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.