Customer Service Sr. Representative I

Job Description

Legal Entity :  American Honda Motor Co., Inc.

Business Unit :  Parts Service & Technical

Department : Customer Relations

Division :  PST Planning and Customer Relations

Work Location : North American Hub West - Chino, CA Office

Shift :  1st

Workstyle :   Onsite

Career Level :   4

Job Grade :  Exempt-2

Salary Range : $73,300.00  - $110,000.00

Job Purpose

American Honda Motor'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 : 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 manne
• 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 partie
• Utilize negotiation tools and skills to reach a mutually satisfactory resolution to promote lifetime owner loyalt
• 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

Working Conditions

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.