Customer Service Sr. Representative I

Job Purpose

The Mediation Specialist reviews and assesses pre-litigation/buyback dispute cases for resolution consistent with company, state and federal guidelines. 

Thorough research and review of all pertinent information is required to ensure that AHM’s position is reached in the best interest of the customer and the company, and to protect all parties from subsequent liability. Adherence to approved processes and guidelines is important to facilitate various transactions involving state and federal statutes. All such transactions must be completed within specified periods, and all actions related to assigned cases must be carefully documented. The position handles daily verbal and written communication with customers, attorneys, state agencies, HNA Law and Executives and Field Staff. It requires the ability to resolve delicate issues while staying within Honda policies and guidelines, with high emphasis on negotiation and problem resolution. The Mediation Specialist must review each case on its merits, and apply decision-making skills relative to customer retention, successful mediation and buyback appropriateness, while meeting state and federal guidelines. The Mediation Specialist is also responsible for making vehicle buyback decisions based on the above, and on a case-by-case basis.
 

Key Accountabilities

Performance Objectives

• Review and assess cases in relation to state lemon law guidelines inclusive of repair attempts and days out of service.
• Create highly detailed timelines of repair histories for proper assessment.
• Extensive interaction with Field and dealer personnel, Field Technical Specialists and TechLine to ensure accuracy in repair histories.
• Respond to attorney demand letters in terms of the appropriateness of requests.
• Facilitate final repair attempts per state guidelines through extensive coordination with Field personnel and Field Technical Specialists.
• Coordinate DPSM and Field Technical Specialist inspections.
• Negotiate settlements with customers/attorneys in the interest of customer retention and Lifetime Owner Loyalty as an alternative to a vehicle buyback.
• Ensure timely follow-up
• Accurate case coding to ensure TREAD and  technical compliance
• Exceptional written communication.
• Negotiate vehicle trades and replacement bids with dealerships.
• Decision making for vehicle replacement/repurchase.
• Obtain lien holder financial documents for payoff amounts.
• Obtain signed releases for financial decisions.
• Arrange for replacement vehicles with dealers and traffic assistants.
• Research and prepare Field staff for small claims court hearings.

State/Vendor Case and Arbitration Hearing Coordination

• Research and document all pertinent information prior to arbitration. 
• Provide written correspondence of AHM position to NCDS and State Agencies.
• Coach AHM’s representative for arbitration.
• Conduct and/or participate in arbitration hearings (NCDS and State).

File Compliance and Time Management

• Meet compliance and decision time allocations pursuant to case types. 
• Complete transactions in a timely manner per state regulations.
• Ensure all cases are following timelines pursuant to State guidelines for specific cases.

Vehicle Management/Disposal

• Ensure disposal is conducted in compliance with prescribed resolution and AHM processes.
• Monitor vehicle disposal and repair facilitation per state guidelines.
• Complete buyback vehicle market re-entry for dealer/Field/Technical Staff next steps.

Technical Training & Professional Development

• Maintain knowledge of state regulatory agency guidelines as they relate to assigned areas.
• Keep current with vendor processes/procedures.
• Keep current with Honda/Acura vehicle technical developments.
• Explore courses/information for personal and professional growth.

Qualifications, Experience, and Skills

• Bachelor’s degree or automotive equivalent work experience preferred
• Minimum of 2 years of experience in a fast-paced environment with the ability to handle multiple assignments
• Case management and problem-solving experience, preferably in the automotive industry
• Mediation and/or legal knowledge/experience
• Strong logic and reasoning skills
• Knowledge of dealer service operations
• Excellent verbal communication skills required
• Strong business writing skills
• Excellent organizational, time management and negotiation skills
• Automotive technical aptitude
• Proficiency in MS Office software (Excel, Work, PowerPoint and Outlook)
• Working knowledge of Honda systems preferred (CRRS, EVRM and iN)

Working Conditions

• Onsite

Benefits and Total Rewards

 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