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
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:
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-upwith 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
Job duties conducted in an office environment
Heavy computer and keyboard usage
Substantial phone contact with customers, with the ability to deescalate irate customers
Overtime to support business as necessary on a voluntary basis
What differentiates Honda and make 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, etc.)
Paid Overtime
Regional Bonus (when applicable)
Industry-leading Benefit Plans (Medical, Dental, Vision, Rx)
Paid time off, including vacation, holidays, shutdown
Company Paid Short-Term and Long-Term Disability
401K Plan with company match + additional contribution
Relocation assistance (if eligible)
Career Growth:
Advancement Opportunities
Career Mobility
Education Reimbursement for Continued Learning
Training and Development Programs
Additional Offerings:
Tuition Assistance & Student Loan Repayment
Lifestyle Account
Childcare Reimbursement Account
Elder Care Support
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.
For more detail, salary and company information, use the apply link
