Customer Service Administrator II-B

Job Purpose

The Level 1 Team manages all aspects of complex cases involving death, injury, accidents, property damage, vehicle fires and compensation claims, in support of the Contact Center.

The Level 1 Case Manager reviews and assesses Level 1 cases (including death, injury, accidents, property damage, vehicle fires, and compensation claims) for resolution consistent with company, state, and federal guidelines. Thorough research and review of all pertinent information is required to ensure that Honda’s position is reached in the best interest of the customer and the company, and to protect all parties from subsequent liability.  Additionally, the Level 1 Case Manager accurately and thoroughly identifies and prioritizes Level 1 related cases, effectively communicates with internal and external legal counsel (including other internal AHM departments), evaluates customer issues and coordinates activities and vehicle inspections, accesses all facts and documentation to determine appropriate case handling and answers questions professionally, helpfully, and timely to ensure overall customer satisfaction, repurchase intent, and protect brand image. 
 

Key Accountabilities

Performance Objectives
Collect and evaluate all information necessary to effectively address customers’ questions and concerns. 
Plan, organize, and schedule case actions and tasks to ensure case resolution and overall customer satisfaction. 
Collect, document, and code case to accurately reflect customers’ issue and resolution activity.
Accurate case coding of reported death, injury, property damage, fire, and rollover allegations to ensure TREAD compliance. 
Timely Decision Making 
Apply knowledge and experience to address each case in a timely manner, balancing the benefits to the customer and AHM. 
Proactively serve the customer by developing an action plan and following through to resolution. 
Consulting with the Region Manager, Mediation, DPSM, HNA Law or other appropriate personnel when necessary for customer’s Right of Review. 
Policy Adherence
Evaluate and employ AHM Policies and Procedures as guidelines for managing complex cases.
Training & Professional Development
Develop and improve skills through training plans (Honda Learning Center, Instructor Led Courses, online modules, etc.). 
Use Quality Assurance feedback to identify gaps in knowledge and prioritize training needs.
 

Qualifications, Experience, and Skills

• Bachelor’s degree or equivalent automotive related work experience preferred
• Minimum of 2 years in a customer-focused environment which required initiative, decision making and problem solving, preferably in the automotive industry
• Strong logic and reasoning skills
• Knowledge of dealer service operations
• Excellent communication skills (verbal and written)
• Excellent organizational, negotiation and selling skills
• Ability to provide excellent customer service and bring forth positive resolutions
• Automotive technical aptitude preferred 
• Strong understanding of automotive TREAD reporting preferred
• Proficiency in MS Office, Salesforce (CRRS), eVRM, iN and CICS      

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