Remote - Kia Care, Manager Consumer Affairs
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/.
About the Role:
The Manager Consumer Affairs serves as the primary point of contact for day to day client and project issues. Anticipates client needs and suggests new opportunities for growth. Provides investigation and resolution of any issues and problems that occur. Ensures consistent customer service delivery through monitoring and quality assurance of dedicated associates. Functions as a member of the operations team to the client and represents clients needs to the company.
Key Outcomes:
- Client Communication & Relationship Management:
- Communicates with clients on a daily basis.
- Anticipates client needs and identifies opportunities for new growth.
- Issue Resolution & Process Improvement:
- Reacts in a professional and timely manner to all client concerns.
- Researches possible problem resolutions and redirects issues when appropriate.
- Cross-Functional Collaboration:
- Interfaces thoroughly in all areas of operations impacting the client.
- Provides documentation and data requested by the client or considered an added value to the client.
- Goal Alignment & Strategic Planning:
- Cascades yearly/quarterly goals based on the business unit’s strategic plan.
- Develops and implements strategic initiatives that align departmental actions with broader organizational objectives.
- Utilizes data-driven insights to anticipate future market trends and strategically position the organization for success.
- Leadership & Growth:
- Develops and implements opportunities for departmental and associate growth.
- Manages and participates in project development, ensuring initiatives are aligned with our long-term strategic vision.
Meet the Hiring Manager: Uzziel Valencia, Sr Manager Consumer Affairs
Requirements: College Degree or equivalent work experience. 5+ years contact center background and knowledge, in the automotive industry a plus. 2 years of project or supervisory/management experience. Experience managing a vendor-client relationship. Demonstrated ability to manage project implementation.
Role Based Competencies (Knowledge, Skills, & Abilities): Service Oriented/Internal Customer Service, Business or Technical Acumen, Decision Making, Focus on Results, Continuous Improvement & Innovation, Resiliency, Teamwork & Collaboration, Conflict Resolution, Interpersonal Communication, Primary point of contact, manages client expectations, Excellent presentation and written communication skills, Analytical skills, and Ability to work in a fast paced entrepreneurial environment.
Additional Requirements: Up to 20% travel. Hours must be flexible when business needs dictate.
- ASAP
- Must have a flexible schedule, actual shift TBD at this time, but will be within the department hours of 8:00 am to 9:00 pm EST, M-F.
National Pay Range
$71,370 - $102,500 USD
Hiring In:
-
United States: AL, AZ, FL, GA, MS, TN and VA
Diverse Workforce and Inclusive Culture at Agero:
We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.
The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.
At Agero, we are committed to supporting our associates by providing a comprehensive benefits package designed to promote well-being, personal growth, and financial security. 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
THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.
To review Agero's privacy policy click the link: https://www.agero.com/privacy.
***Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact recruiting@agero.com.
***Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero's recruiting team directly at recruiting@agero.com.
***In compliance with applicable regulations, we confirm this posting is for a current vacant position.
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By
Agero
We’re powering the next generation of software-enabled driver safety services and technology, pushing the limits of big data to transform the entire driving experience. The majority of leading vehicle manufacturers and insurance providers use Ager...
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