Honda Chino , CA 91710
Posted 2 months ago
Customer Service Administrator II-B
Requisition ID: 4230
Location:
Chino, CA, US, 91710
Workstyle: Onsite
Shift: 1st
Salary Range: $55,700.00 - $83,600.00
What Makes a Honda, is Who makes a Honda
Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals.
At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint."
We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.
If your goals and values align with Honda's, we want you to join our team to Bring the Future!
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
Benefits and Total Rewards
What differentiates Honda and makes us an employer of choice?
Total Rewards:
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
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.
Bring the Future
Honda is driven by a passionate workforce that is proud of the quality products we produce and the goals we aim to accomplish. Our associates charge forward through guidance of the Honda 2030 Vision: Lead the advancement of mobility and enable people everywhere in the world to improve their daily lives.
You're invited to
bring your skills, bring your background, and bring the future at Honda.
Apply today.
Dream. Create. Drive. Repeat.
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