What are the responsibilities and job description for the Customer Service Administrator II-B position at Honda?
Job Purpose
AHM’s Contact Center 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 is responsible for the handling of all complex cases and customer reimbursement request in the Customer Support and Campaign Center in a timely and efficient manner. Effectively communicate with customers, dealerships, field personnel and all levels of management. Follow-up with customers and keep them informed of their cases. Provide customers with Honda’s position based on facts and information gathered from all involved parties. Utilize negotiation tools and skills to reach a mutually satisfactory resolution to promote repurchase intent and lifetime owner loyalty. 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 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 2-4 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.
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