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

Welcome to blithequark

At blithequark, we're redefining 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.

About the Role

We're currently hiring for Remote Total Case Specialists to take inbound calls in our Consumer Affairs department for Kia Care. As a Total Case Specialist, you'll handle a wide range of customer cases related to vehicle concerns, from warranty coverage and repair assistance to service campaigns, technical support, and dealership issues. Your role is to provide calm, empathetic guidance every time, 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, helping customers troubleshoot 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.

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 represent Kia with professionalism and care, reinforcing the brand's reputation for reliability and service excellence. Your role will facilitate smooth communication between customers, dealerships, and Kia, ensuring timely, effective resolutions.

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 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 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.

• 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, and employee assistance and work/life program (EAP).

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.

Career Growth Opportunities

At blithequark, we're committed to helping you grow your career and advance your skills. With opportunities for cross-training, professional development, and advancement, you'll have the chance to take your career to the next level.

Work Environment and Company Culture

Our workplace is built on a culture of inclusivity, respect, and open communication. We believe that our differences make us stronger, and we're committed to creating an environment where every employee feels a sense of belonging. With a focus on work-life balance, flexible time off, and paid sick leave, you'll have the support you need to thrive both personally and professionally.

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!