Customer Service Sr. Representative I - American Honda Motor Co Inc

What Makes a Honda, is Who makes a Honda
Honda has a clear vision for the future, and it’s a joyful one.  We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success.  We strive to be a company that serves as a source of “power” that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize “the joy and freedom of mobility” by developing new technologies and an innovative approach to achieve a “zero environmental footprint.”

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda’s, we want you to join our team to Bring the Future!

Job Purpose

AHM’s Contact Centers actively support Honda’s mission of Lifetime Owner Loyalty by providing best-in-class customer assistance in a variety of modalities (phone, email, text, social media, Artificial Intelligence, etc.) 
The Case Manager manages all aspects of the Honda Case Management Department day-to-day operations including: 

The Case Manager is responsible for the handling of all complex and delicate cases such as early warning, buy back, escalations, and high priority cases to ensure AHM position reaches in the best interest of the customer and the company by adhering to the approve processes and guidance. Case manager will assist in reviewing all customer customer's requests in a timely and efficient manner to ensure all deadlines are met. It requires effective communication with customers, dealerships, field personnel, attorneys, and all levels of management. Follow-up with customers and keep them informed of their cases. Utilize negotiation tools and skills to reach a mutually satisfactory resolution to promote repurchase intent and lifetime owner loyalty. Provide customers with Honda’s position based on facts and information gathered from all involved parties to limit and reduce liabilities. Accurately capture customer information to document the Voice of the Customer. Ensure all TREAD coding is accurate and in compliance with TREAD requirements.

Key Accountabilities

• Review, research, evaluate, manage and resolve campaign-related cases in a timely and efficient manner
• Effectively communicate and follow-up with customers, dealerships, field personnel and all levels of management
• Provide customers with Honda’s position based on facts and gathered information from all involved parties
• Utilize negotiation tools and skills to reach a mutually satisfactory resolution to promote lifetime owner loyalty.
• Accurately capture and document customer information to capture the Voice of the Customer and ensure all TREAD coding is accurate and in compliance with TREAD requirements
   

Qualifications, Experience, and Skills

• Bachelor’s degree or trade school certificate in Automotive Technology highly preferred. Equivalent work experience will be considered.
• Minimum of 4-6 years in a customer-focused/Contact Center environment or automotive industry preferred
• Strong decision-making, problem-solving, time-management, multi-tasking, negotiation, critical thinking, attention to detail, follow-up, organizational and analytical skills
• Automotive related systems knowledge (warranty, product, field and dealer operations
• Excellent communication (verbal and written) skills
• Automotive technical/mechanical aptitude is a plus
• Knowledge of dealer sales and service operations
• Proficient in computer systems, Interactive Network (iN), Salesforce (CRRS), eVRM, CICS and Microsoft Applications (Word, Excel, PowerPoint)
   

Working Conditions

• Onsite

Benefits and Total Rewards

What differentiates Honda and makes us an employer of choice?

 Total Rewards:

•    Competitive base salary 

Pay will be based on several variables that include, but not limited to geographic location, work experience, education, etc.
•    Annual Bonus

•    Industry-leading Benefit Plans (Medical, Dental, Vision)

•    Paid time off, including vacation, paid holidays, sick time, and personal days

•    401K Plan with company match + additional contribution

 Career Growth:

•    Advancement opportunities

•    Career mobility 

•    Education reimbursement for continued learning

•    Training and Development programs

 Additional Offerings:

•    Wellbeing program

•    Community service and engagement programs

•    Product programs

•    Free drinks onsite

What differentiates Honda and makes us an employer of choice?

 Total Rewards:
•    Competitive Base Salary (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.)
•    Regional Bonus (when applicable)
•    Industry-leading Benefit Plans (Medical, Dental, Vision, Rx)
•    Paid time off, including vacation, holidays, shutdown
•    Company Paid Short-Term and Long-Term Disability 
•    401K Plan with company match + additional contribution
•    Representative Vehicle
•    Relocation assistance (if eligible)

 Career Growth:
•    Advancement Opportunities
•    Career Mobility 
•    Education Reimbursement for Continued Learning
•    Training and Development Programs

 Additional Offerings:
•    Lifestyle Account
•    Tuition Assistance & Student Loan Repayment
•    Childcare Reimbursement Account
•    Elder Care Support
•    Wellbeing Program
•    Community Service and Engagement Programs
•    Product Programs

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.