Customer Service Sr. Representative I

Job Purpose

AHM’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: 

The Case Manager is 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 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 4-6 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