Customer Relations Analyst

Customer Relations Analyst

Location: Alpharetta, GA
Workstyle: On-Site

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 which 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!

About this Position:

There are 3 Power Sports & Products Tier 2 Customer Relations case managers who provide customer assistance with 14 product lines (500 model variations) and 8 million in warranty units, to promote the Honda mission of Lifetime Owner Loyalty. The case manager is responsible for handling all complex customer cases to address and resolve questions, concerns, and complaints about Honda Marine and Power Products. This requires review, research, assessment, management, and resolution of product related issues in a polite, accurate, and timely manner. The associate utilizes negotiating skills to reach mutually satisfactory resolution of issues, which includes decisions about the applicability of warranty coverage for a repair or authorization of goodwill support. This requires effective communication with customers, dealerships, field staff, techline, service engineering, and all levels of management. The case manager is responsible for documenting all contacts in the Customer Relationship and Retention System (CRRS).

Responsibilities include:

• Review, research, assessment, management, and resolution of product related issues in a polite, accurate, and timely manner.

• Utilize negotiating skills to reach mutually satisfactory resolution of issues to promote Lifetime Owner Loyalty.

• Communicate with customers, dealerships, field staff, techline, service engineering, and all levels of management.

• Make decisions about the applicability of warranty and goodwill support.

• Support service engineering with identification of the root cause for a product issue.

• Document contacts in the customer relationship and retention system.

• Ensure completion of special projects assigned to customer relations by management.

Who we are seeking:

Required Work Experience:

• 2 - 4 years in a customer focused environment requiring initiative, preferably in the power equipment industry

• Strong decision-making, problem solving, time management, multitasking, negotiation, critical thinking, attention to detail, follow-up, organizational and analytical skills

• An understanding of marine, small engine, or lawn and garden product is helpful

Required Education:

• Associate’s degree or equivalent work experience

Desired skills:

• Excellent communication (listening, verbal, and written) skills

• Technical and mechanical aptitude is a plus

• Knowledge of dealer sales and service operations

• Proficient in computer systems, Interactive Network (iN), Salesforce (CRRS), CICS, and Microsoft Applications (Word, Excel, PowerPoint)

Additional Position Factors:

• Workstyle: On-Site

• Travel: None

At Honda, you will play a key role in our journey to become a company that society wants to exist now, and in the future. Your endless curiosity will drive innovation and your courageous spirit will challenge the status quo. We believe having a workforce made up of diverse thinkers and innovators makes us a better Honda. Respect for each other and respect for diversity each and every day drives our associates to contribute at the highest level and work effectively in a team environment. We make the dream of mobility a reality with our innovative and high-quality products. Together, we Bring the Future to our customers, associates, and communities. We are Honda!

What differentiates Honda and makes us an employer of choice?

Total Rewards:

• Competitive Base Salary

• Annual Bonus

• Overtime

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

• Paid time off, including vacation, paid holidays, sick time, 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

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.
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