Remote - Kia Care, Manager Consumer Affairs

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.