Experienced Remote Customer Service Representative – Kia Care Total Case Specialist for Vehicle-Related Inquiries and Technical Support

Introduction to blithequark At blithequark, we're revolutionizing the vehicle ownership experience through a powerful combination of passionate people and data-driven technology. As a leading 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. With over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers, and many others, we're committed to delivering exceptional customer experiences. Our mission is to strengthen our clients' relationships with their customers, and we're looking for talented individuals to join our team. About the Role We're currently hiring for Remote Total Case Specialists to take inbound calls in our Consumer Affairs department for Kia Care. In this role, you'll handle vehicle-related inquiries, provide technical support, and resolve complex customer issues with exceptional care. As a Total Case Specialist, 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. Key Responsibilities Manage a high volume of cases, handling inbound customer calls and outbound follow-ups, resolving concerns such as warranty coverage, repair assistance, and service campaigns. Serve as the bridge between customers, dealerships, and Kia, ensuring smooth communication and empathetic solutions. De-escalate and resolve complex customer issues, listening actively, acknowledging concerns, and delivering calm, personalized support. Collaborate with dealerships, Kia, and internal teams to resolve issues related to vehicle repairs, backordered parts, and service coverage. Document all case details and customer interactions accurately, ensuring timely follow-up and resolution. Provide technical guidance to customers, troubleshooting vehicle features such as the Owner's Portal, Bluetooth, infotainment, radio, and navigation with clear, step-by-step support. Navigate digital tools, using web-based systems and CRM tools to manage workflows, coordinate service requests, and track case progress. Excel in a remote work environment, thriving in a fast-paced, performance-driven environment where reliability, empathy, and quality service are recognized and rewarded. Your Impact As a Total Case Specialist, you'll have a significant impact on the customer experience, delivering empathetic, personalized support that strengthens customer satisfaction and long-term loyalty. You'll build brand trust, representing Kia with professionalism and care, and drive service excellence by facilitating smooth communication between customers, dealerships, and Kia. Your role will empower customers, helping them understand their vehicle's features, warranty coverage, and available resources, so they feel confident and informed in their ownership experience. Essential Qualifications 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 and 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. Preferred Qualifications 1+ year of experience 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 with peers and leaders. Flexibility: Availability for evenings, weekends, and peak times as needed. 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 and specs include: 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 Pay and Benefits We believe in rewarding your work with fair pay, great benefits, and opportunities to grow. Our pay rate is $16.50 per hour, with opportunities to earn up to 4% bonus. Our 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 Training and Schedules Your success starts with paid training and a clear path forward. Our training schedule is 11:00 am to 8:00 pm EST, M-F for 6 weeks. Production schedules are full-time only, with shifts available from 8:30 am to 5:00 pm EST and 12:00 pm to 8:30 pm EST. Attendance during training is required for success, and your performance will be assessed throughout training. Conclusion If you're 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 to blithequark! We're excited to hear from you and explore how you can contribute to our mission of rethinking the vehicle ownership experience. Apply for this job