Supervisor I, Customer Service

What Makes a Honda, is Who makes a Honda

Hondahas 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

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 Supervisor manages all aspects of the Honda Case Management Department day-to-day operations including:

• Supervise and support a team of 6-10 Case Managers to achieve the team and department objectives.
• Ensure that agents utilize all available tools and resources to resolve customers concerns in a timely manner.
• Confirm strict adhere to all HNA legal mandates and Workforce Management's Schedule as it relates to meals and breaks (compliance with California labor laws).
• Review and approve check requisitions and goodwill decisions, ensuring that such actions are in alignment with regulatory requirements, protects the company's best financial interest, and promotes customer lifetime owner loyalty

Key Accountabilities

Review daily, weekly and monthly reports to identify trends, gaps and missed opportunities, and recommend corrective actions. Review team performance and implement action plans to achieve team and department objectives. Identify and respond to opportunities for continuous improvement in the customer experience.

• Staff management and development. Identify agents' strengths and opportunities and provide coaching support.
• Conduct Monthly Quality Assurance coaching sessions to improve overall Customer Experience and Satisfaction.
• Review check requisitions for fiscal accuracy and proper coding
• Review and respond to customer escalations, with the intent of pursuing positive outcomes wherever possible.
• Handle special projects for Assistant Manager and Department Manager as necessary

Qualifications, Experience, Skills

• Bachelor's degree or equivalent work-related experience preferred
• Minimum of 4 years in a customer-focused environment, which is required
• Customer Service and Automotive Industry Experience preferred
• Automotive related systems knowledge (warranty, product, field, and dealer operations
• Excellent communication (verbal and written), organizational, and presentation skills
• Decision-making, time and project management, multi-tasking, negotiation, critical thinking and analytical skills
• Automotive technical/mechanical aptitude is a plus
• Knowledge of consumer rights and privacy laws
• Knowledge of dealer sales and service operations
• Proficient in computer systems, Interactive Network (iN), Salesforce (CRRS), eVRM, CICS, Microsoft Applications (Word, Excel, PowerPoint and Visio), Cimplicity Supervisor, GAX

Workstyle

• 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 includes but not limited to geographic location, work experience, education, etc.
  
  
  
  
• Annual Bonus
• Overtime
• 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
• Relocation Eligible
• Lifestyle Bonus

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.