What are the responsibilities and job description for the Customer Service Administrator II position at Honda?
Job Purpose
The Customer Service Administrator II for Honda Powersports is a dynamic role focused on providing top-tier customer support. This role will be responsible for conducting in-depth research, evaluation, and timely resolution of product related cases. This position requires effective collaboration with various, departments, including Powersports dealerships, TechLine, Field Technical Managers, and customers, to ensure mutually satisfactory outcomes. This role possesses a strong commitment to customer satisfaction, demonstrating an ability to build trust and long-term relationships with customers. Through exceptional product expertise and dedicated service, the Customer Service Administrator II will play a pivotal role in securing lifetime owner loyalty.
Key Accountabilities
Review, research, assess, manage, and resolve product-related cases in a timely and efficient manner.
- Thoroughly examine case details, customer feedback, and product documentation to understand the issue at hand.
- Determine the solution, and communicate the outcome to customer, ensuring customer satisfaction.
- Set and adhere to realistic timeframes for each stage of the case management process to maintain efficiency and meet customer expectations.
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.
Customer special support requests.
- Manages all Manufacture Statement of Origin (MSO), Vehicle identification letters (VIL) and Vehicle Emission Recall - Proof of Correction forms (VER).
- Manages all Key code requests.
- Handles Recall cases in Export regions or US rural areas.
Support of Supervisor and Escalation Specialist.
- 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.
Management of internal inventory and tracking of Honda merchandise, updating records accurately, and ensuring that all items are accounted for.
- Create and maintain comprehensive inventory spreadsheets, enabling efficient tracking of Honda Merchandise.
Qualifications, Experience, and Skills
- Bachelor's degree or equivalent work experience
- 2 to 3 years customer service/support experience which required initiative, problem solving, and decision making. A background in the Powersports industry is preferred
- Demonstrated ability to apply logic and reasoning to solve problems
- Proficient in both written and verbal communication skills
- Strong organizational skills coupled with adept negotiation techniques
- Commitment to delivering exceptional customer service to enhance customer loyalty and overall satisfaction
- Skilled in Microsoft Office applications, including Excel, Word, and PowerPoint
Workstyle
- Onsite
Benefits and Total Rewards
What differentiates Honda and makes us an employer of choice?
Total Rewards:
- Competitive Base Salary
- Annual Bonus
- Overtime
- Industry leading Benefit Plans (Medical, Dental, Vision, Rx)
- Paid time off, including vacation, paid holidays, sick time, personal days
- 401K Plan with company match additional contribution
- 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.
Customer Service Rep II
Clarios -
Florence, SC
Dental Customer Service Representative II
Little River Medical Center, Inc. -
Myrtle, SC
Sub Station II - Team Member
Sub Station II -
Rockingham, NC
