What are the responsibilities and job description for the Customer Relations Specialist position at Honda?
Job Purpose
The Customer Relations Escalation Specialist, within the Service Support group, acts as the subject matter expert for customer relations cases within Powersports & Products. This job ensures escalated cases from Case Administrators ll are managed, resolved efficiently, and focused on customer satisfaction and lifetime owner loyalty. The Escalation Specialist is responsible to collect necessary information to investigate and de-escalate the situation. When further review by Management is required, the Escalation Specialist is to summarize, coordinate and conduct Management review meetings to ensure they are handled in a timely manner to avoid further escalation.
Key Accountabilities
- Review, research, assessment, management, and resolution of product and service-related issues for customer escalated cases in a polite, accurate, and timely manner
- Communicate with customers, dealers, DBM, FTM, TechLine, Quality Center, Model Specialist, and all levels of management
- Coordinate and conduct high priority review activities for cases raised by Customer Relations
- Ensure meetings are called with appropriate background information collected to support meeting agenda
- Enter next step direction from the meeting in CRRS case notes to ensure all parties are aware of their responsibility
- Track cases to closure and ensure timely resolution for customer relations led cases
- Coordinate and conduct manager case review activities for cases raised by Customer Relations
- Ensure meetings are called with appropriate background information collected to support meeting agenda
- Track cases to closure and ensure timely resolution for CR led cases.
- Ensure required parties are notified (e.g. AHM Law/AG/BBB, etc.)
- Take all escalated customer calls that require a SUPCALL to de-escalate the situation by utilizing negotiating skills to reach mutually satisfactory resolution of issues to promote Lifetime Owner Loyalty
- Support training process for Customer Service Case Administrators ll positions through customer relations
- Update and maintain customer relations SOPs
Qualifications, Experience, and Skills
Required Education:
- College degree in Business, communications, or related field. Two year program with focus on business or customer relations; or equivalent work
Required Experience:
- 3-5 years minimum experience in customer service, call center experience preferred
- 3-5 years experience in powersports industry or equivalent, experience in customer service or sales preferred
Decisions Expected
- Prioritization of customer requests, investigation, and resolution
- Present and propose mutually satisfactory resolution of issues including warranty and goodwill support.
- Work with Supervisor to decide if a dealer contact should be reported to other organizational groups (management, engineering, PRO, legal, etc.) to raise awareness of potential regulatory, safety, product liability, or infringement issues.
- Taking the lead on challenging or risk/priority cases and providing direction toward resolution
Working Conditions
- Must be self-motivated and able to work cross-functionally
- Must be willing to work OT (as needed)
- Must be comfortable in open office environment
- Must be willing to present to senior leadership
- Must be willing to travel (5%)
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.
