Supervisor II, Customer Service - 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!

AHM’s Customer Relations department actively supports 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 purpose of the Customer Relations Group Leader – is to support management in the daily Customer Relations operations as it relates to ensuring equitable resolutions to customer vehicle complaints while promoting Lifetime Owner Loyalty. The Group Leader provides direction, guidance, and support to Region Managers to ensure client questions and complaints are resolved in a professional, helpful, knowledgeable, and timely manner. They provide personnel growth and development opportunities to their associates. Additionally, the Group Leader provides recommendations and directives to management for continuous improvement, ensures proper use of all available staffing resources to support lifetime owner loyalty, and expands customer joy through a trouble-free ownership experience.
 

• Vision: Ensure the department is 100% compliant with TREAD requirements; assist in developing departmental goals and objectives; continually challenge staff to meet their assigned goals and objectives; 
• Customer Focus: Maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute to improving customer lifetime loyalty. Support activities to achieve departmental customer service goals. Analyze and evaluate customer escalation(s) and/or dispatches to the appropriate department to ensure proper application of procedure and customer handling guidelines. Ensure overall case documentation quality, accuracy, completeness, and the appropriate application of policies and procedures.
• People Management: Direct Supervisors in difficult case situations by providing the methods to use and guidance in the decision-making review process, resulting in appropriately balanced (AHM/Customer) resolution. Ensure staff development activities through the Supervisors by monitoring, evaluating, and reviewing specialists’ call handling quality and case notes. Liaison with 3rd party vendors in relation to contingent work staff. 
• Planning/Organizing/Continuous Improvement: Support in planning, organizing and directing all activities within the department. Support with department operational development and long-range planning. Clarifies strategy and its practical implications for the team/department, making it actionable. Enhances and improves processes and policies that impact multiple teams and department(s). Ongoing review of Contact Center performance and applicable implementation of action plans. Support monthly Quality Assurance coaching sessions. 
• Communications: Utilize appropriate communication to ensure consistent and timely distribution of information to staff and management. Ensure effective communication between ACS, 3rd party staffing vendor, and training.  
• Associates and Self-Professional Development: Provide feedback to Region Managers to ensure their review and coaching skills are effective. Takes ownership of developing people and assisting them through the journey. Continually strive to transfer knowledge and experience to help shape associate understanding of management roles and responsibilities and provide meaningful reviews and critiques of staff performance.
• Adhoc Projects: Support critical projects to completion, meeting deadlines and ensuring the final outcome is of high quality and best financial interest for the department/company.

• Bachelor’s degree or equivalent work experience
• Minimum of 2 – 4 years in a customer-focused environment, which is required
• Experience managing direct reports in a customer focused fast-paced contact center environment
• Project planning experience, able to manage multiple projects and schedules while meeting deadlines.
• Must be able to interface with all levels of management and foster a positive and harmonious work environment.
• Must be able to identify and address staffing issues involving either Honda Associate or Contingent personnel
• Proficient in all MS Office applications, Outlook, CRRS, and Interactive Network
• Excellent written and oral communication skills
• Strong knowledge of Honda products
• Honda/Acura Field experience is a definite plus

• 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, 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
• Relocation assistance (if eligible)

•  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

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.