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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. 

 
Start Date: 
  • 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. 
Base Salary Range: The base salary range presented represents the anticipated low and high end salary range for new hires in this position. Your final base salary will be determined based on factors such as work location, experience, job related skills, and relevant training and education. The range listed is just one component of the total compensation package provided by Agero to employees.

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.

Agero Benefits Summary
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 RolesAccrual 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.

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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CEO of Agero
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Dave Ferrick
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Average salary estimate

$86935 / YEARLY (est.)
min
max
$71370K
$102500K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Remote - Kia Care, Manager Consumer Affairs, Agero

Introducing an exciting opportunity as the Remote Manager of Consumer Affairs at Agero! Based in Tennessee and designed for someone passionate about enhancing the vehicle ownership experience, this role is at the heart of Agero's mission to transform traditional car services into seamless, digital interactions. As a key player in this vibrant team, you'll be the primary contact for day-to-day client issues, helping to anticipate their needs and proactively suggest growth opportunities. Your responsibilities will revolve around issue resolution, where you'll tackle challenges head-on while ensuring top-notch customer service through effective monitoring of dedicated associates. You'll collaborate across various operations, sharing vital insights and documentation with clients to add value to their experience. A core part of your role will involve strategic planning; by cascading yearly goals aligned with our broader objectives, you'll drive initiatives that pave the way for both the department and Agero's overall success. If you have a service-oriented mindset and enjoy developing team growth, this position is tailor-made for you. Plus, with a flexible remote schedule and opportunities to engage with a diverse workforce, you can truly thrive both personally and professionally. Agero's commitment to well-being, financial security, and inclusion reinforces our strong culture, making us not just a company but a community. Ready to embark on this journey? Let's make a difference together!

Frequently Asked Questions (FAQs) for Remote - Kia Care, Manager Consumer Affairs Role at Agero
What are the responsibilities of the Remote Manager Consumer Affairs at Agero?

As the Remote Manager of Consumer Affairs at Agero, your primary responsibilities include managing daily client communications, addressing client concerns, and proactively identifying opportunities for growth. You will also oversee quality assurance for the customer service team, verify that associates provide consistent and high-quality support, and implement strategic initiatives that align with Agero's broader business objectives. Your role will encompass collaboration across various departments to ensure client needs are met effectively and efficiently.

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What qualifications do I need to apply for the Remote Manager Consumer Affairs position at Agero?

To be considered for the Remote Manager Consumer Affairs position at Agero, you should possess a college degree or equivalent work experience and have a minimum of five years of experience in a contact center environment, preferably in the automotive industry. Additionally, having at least two years of supervisory or project management experience and a solid understanding of vendor-client relationships is crucial. Candidates should also exhibit excellent communication, analytical, and interpersonal skills to succeed in this role.

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How does the Remote Manager Consumer Affairs role promote career growth at Agero?

The Remote Manager Consumer Affairs role at Agero offers numerous avenues for career growth and development. You will have opportunities to lead teams, implement strategic initiatives, and contribute to projects that align with organizational goals. Agero places a strong emphasis on professional development, providing resources and training to help you expand your skills. Your leadership capabilities will also be nurtured through projects that foster teamwork and collaboration, paving the way for advancement within the company.

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Can you describe the work-life balance for the Remote Manager Consumer Affairs at Agero?

Agero is committed to maintaining a healthy work-life balance for its employees, including those in the Remote Manager Consumer Affairs position. With the flexibility to work remotely and a set of comprehensive benefits, Agero encourages employees to take advantage of flexible time off and paid sick leave. You will also have designated holidays each year, providing ample opportunities to recharge and prioritize personal commitments while also remaining impactful in your role.

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What kind of culture can I expect working as a Remote Manager Consumer Affairs at Agero?

At Agero, you can expect a culture centered around diversity, inclusion, and collaboration. The company values each employee's unique contributions and fosters an environment where everyone is encouraged to bring their authentic selves to work. As a Remote Manager Consumer Affairs, you will be part of a supportive team that works toward shared goals, engages in meaningful conversations, and drives positive change for clients and communities alike.

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Common Interview Questions for Remote - Kia Care, Manager Consumer Affairs
How do you handle challenging client interactions as a Remote Manager Consumer Affairs?

When faced with challenging client interactions, I first focus on active listening to understand the client's concerns fully. Once I have a grasp of the issue, I respond promptly and professionally, ensuring that I validate their feelings. I will then collaborate with my team to investigate potential solutions, keeping the client informed throughout the process. My aim is to resolve the issue while reinforcing the client's relationship with Agero.

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Can you provide an example of a successful project you managed in a previous role?

Certainly! In my previous role, I spearheaded a project aimed at improving customer service response times. By analyzing data and workflows, I identified bottlenecks that were impacting our efficiency. After implementing targeted training and adjusting our communication protocols, we reduced response times by 30% and received positive feedback from clients. This experience taught me the importance of data-driven decisions and iterative improvements.

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What strategic planning methods do you use in your role?

I utilize a combination of data analysis and stakeholder feedback to guide my strategic planning. By regularly assessing key performance indicators and aligning departmental objectives with Agero's overall mission, I ensure that every strategy is results-oriented. I also believe in including my team in brainstorming and goal-setting sessions to cultivate ownership and innovative thinking throughout the process.

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How do you foster teamwork among different departments?

Fostering teamwork among departments begins with open channels of communication. I prioritize scheduling regular cross-functional meetings where team members can share updates and insights, which helps to bridge gaps between different areas of the organization. By encouraging collaboration and celebrating joint successes, I work to create an inclusive environment where everyone feels valued and part of the team.

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What skills do you think are essential for a Remote Manager Consumer Affairs?

Key skills essential for a Remote Manager Consumer Affairs role include strong communication and interpersonal skills, the ability to analyze and resolve problems efficiently, and solid project management capabilities. A service-oriented mindset is crucial, as this role requires a focus on client satisfaction and relationship building. Additionally, being adaptable and resilient in a fast-paced, dynamic environment is important for managing various challenges that may arise.

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Describe a time when you had to adapt your approach due to unexpected changes.

In a previous position, we unexpectedly faced a major shift in client requirements due to an industry regulation. I organized an emergency team meeting to brainstorm solutions and quickly develop new protocols that would ensure compliance. This adaptation not only resolved the immediate concerns but also improved our client's trust in our ability to pivot when necessary. It showcased the importance of flexibility and quick thinking in a management role.

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How do you measure customer satisfaction in your role?

To measure customer satisfaction, I utilize a combination of surveys and feedback forms to gather insights directly from clients. I also analyze service metrics, such as response time and resolution rates. Regularly reviewing this data allows me to identify trends, make adjustments, and implement strategies that enhance the overall customer experience, ensuring Agero meets and exceeds client expectations.

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What role does quality assurance play in consumer affairs?

Quality assurance is a fundamental element in consumer affairs. It ensures that all associates are meeting service standards and providing exceptional customer experiences. I focus on monitoring calls and interactions, providing feedback and coaching where necessary. By consistently evaluating performance, we can maintain high standards and drive continuous improvements that benefit both the team and our clients.

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How do you approach conflict resolution within your team?

Approaching conflict resolution within my team involves fostering an open and trusting environment. I encourage team members to express their concerns and viewpoints respectfully. When conflicts arise, I facilitate discussions to understand different perspectives, seeking to find common ground. My goal is to reach a mutually beneficial resolution while ensuring that team cohesion and morale remain intact.

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Why do you want to work as a Remote Manager Consumer Affairs at Agero?

I am drawn to the Remote Manager Consumer Affairs position at Agero due to the company's commitment to redefining the vehicle ownership experience through innovative technology and exceptional service. I admire Agero's focus on community and diversity, and I want to contribute my skills in managing client relationships and driving strategic initiatives within such a forward-thinking organization. Being part of a company that values change and impact aligns perfectly with my own professional values.

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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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Full-time, remote
DATE POSTED
March 6, 2025

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