Location: Alpharetta,GA, USA
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
There are 2 Power Product Customer Service Administrators II who provide customer assistance with 14 product lines (500 model variations) and 8 million in warranty units, to promote the Honda mission of Lifetime Owner Loyalty. The Customer Service Administers II are responsible for handling all complex customer cases to address and resolve questions, concerns, and complaints about Honda Power Products. This requires review, research, assessment, management, and resolution of product related issues in a polite, accurate, and timely manner. The associate utilizes negotiating skills to reach mutually satisfactory resolution of issues, which includes decisions about the applicability of warranty coverage for a repair or authorization of goodwill support. This requires effective communication with customers, dealerships, field staff, techline, service engineering, and all levels of management. The case manager is responsible for documenting all contacts in the Customer Relationship and Retention System (CRRS).
Key Accountabilities
Review, research, assess, and manage, product-related cases in a timely and efficient manner.• Thoroughly examine case details, customer feedback, and product documentation to understand the issue at hand.• Document contacts in the customer relationship and retention system.
Effectively communicate with customers, dealerships, field personnel and AHM management.
• Investigate, consult with subject matter experts if needed, and utilize internal knowledge bases to gather relevant information.• Support service engineering with identification of the root cause for a product issue.Successfully resolve products-related issues.• Make decisions about the applicability of warranty and goodwill support.• Utilize negotiating skills to reach mutually satisfactory resolution of issues to promote Lifetime Owner Loyalty.Support Supervisor.• Expected to be versatile and ready to assist in various tasks when needed. This includes distributing cases to team members and providing support through the Inbound Chino Chat system.• Ensure completion of special projects assigned to customer relations by management.Efficiently collect data for Support Management Case Review (MCR).• Collaborate with the Escalation Specialist to compile all required documents.• Engage in MCR sessions to discuss and resolve escalated cases.
Qualifications, Experience, and Skills
Minimum Educational Qualifications▪ Associates degree or equivalent work experience.
Minimum Experience▪ 2 to 4 years in a customer focused environment requiring initiative, preferably in the power equipment industry.▪ Strong decision-making, problem solving, time management, multitasking, negotiation, critical thinking, attention to detail, follow-up, organizational and analytical skills.▪ An understanding of small engine, or lawn and garden product is helpful
Other Job-SpecificSkills▪ Excellent communication (listening, verbal, and written) skills.▪ Technical and mechanical aptitude is a plus.▪ Knowledge of dealer sales and service operations▪ Proficient in computer systems, Interactive Network (iN), Salesfor
Working Conditions
• General working time is daily, 8:30am-5:00pm, Monday through Friday, in an office environment• Up to 85% of the associates time is sitting while working at a computer, monitor, and phone.• Occasional review of product features and technical specifications that may require inspection in the shop and first-hand use in the field. This may require pulling, pushing, bending, moving, and operating product.• Travel as required, typically 5% of time
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.