Job Description

Legal Entity: American Honda Motor Co., Inc.
Business Unit: BU Parts Service & Technical
Department: DEP Customer Relations

Division: DIV PST Planning and Customer Relations
Work Location: Parts Center - Troy Commerce Center Blvd Location
Shift: 1st
Workstyle: 100% Onsite
Career Level: 2
Job Grade: Non-Exempt-5 (NE5)
Salary Range: $59,200.00 - $88,700.00

Job Purpose

AHM’s Contact Center actively supports 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 Customer Service Representative II is responsible for non-pre-litigation case management. The role receives and documents customer concerns, gathers required information, provides routine responses using established procedures and approved guidance, and keeps customers informed of case status. The role accurately captures the Voice of the Customer and ensures TREAD coding is complete and compliant with requirements.  

Key Accountabilities

• Receive, review, document, and perform research on campaign-related customer cases using established procedures; resolve routine matters within defined guidelines
• Communicate with customers, dealerships, and internal partners regarding routine case status, required information, and next steps; refer customer-requested escalations to the appropriate resource
• Provide customers with approved information and Honda’s established position based on documented facts, available records, and guidance
• Apply approved customer-service negotiation and case evaluation for resolution options within established business processes to address routine concerns and support customer satisfaction and lifetime owner loyalty

Qualifications, Experience, and Skills

• High School diploma or trade school certificate in Automotive Technology highly preferred. Equivalent work experience will be considered
• Minimum of 2-4 years in a customer-focused/Contact Center environment or automotive industry preferred  
• Ability to follow established procedures, identify and document relevant facts, resolve routine issues within defined guidelines, manage time and multiple cases, communicate clearly, and recognize when a matter requires escalation
• Automotive related systems knowledge (warranty, product, field and dealer operations  
• Excellent communication (verbal and written) skills  
• Automotive technical/mechanical aptitude is a plus  

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

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.

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