Supervisor

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:

The Inbound Customer Relations provides customers a resource to register their concerns, complaints, and requests for assistance as outlined in the owner's manual. The Supervisor supports management in the daily operations by ensuring the agents are providing equitable resolutions to client vehicle inquiries and complaints while achieving customer satisfaction and promoting lifetime owner loyalty.

The Supervisor provides direction, guidance, and support to agents to ensure customer questions and complaints are resolved in a professional, helpful, knowledgeable, and timely manner. The Supervisor oversees and supports the daily operation of the Inbound Customer Relations.

Additionally, the Supervisor provides management with input relating to the improvement of daily operations, personnel needs, and reporting requirements and completes special projects. They ensure department metrics meet or exceed annual targets and assist in the development of department business plans.

Key Accountabilities:

• Customer Focus: Maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute to improving customer lifetime loyalty. Support activities to achieve departmental customer service goals. Analyze and address customer escalation(s) and/or dispatches to the appropriate department, ensuring adherence to procedures and customer handling guidelines. Ensure overall case documentation quality, accuracy, completeness, and the appropriate application of policies and procedures.
• Staff Management and Development: Review daily, weekly, and monthly reports to identify trends, gaps, and opportunities, and recommend corrective actions. Evaluate team performance and implement action plans for continuous improvement to enhance the customer experience and achieve overall team/department/divisional objectives.. Conduct quality assessments and provide coaching to contingent staff, including onboarding new inbound agents. Offer feedback to agents to ensure effective review and coaching skills. Take ownership of developing people and assisting them through their journey. Transfer knowledge and experience to agents and other associates. Oversee staff activities to support call outcomes that benefit both the customer and the company. Guide agents in difficult call situations. Monitor case documentation for quality, accuracy, completeness, and adherence to policies and procedures. Ensure calls are handled according to business processes, with a strong emphasis on improving the customer experience.
• Planning/Organizing/Continuous Improvement: Support in planning, organizing, and directing all activities within the department. Enhances and improves processes and policies that impact multiple teams and department(s). Ongoing review of Contact Center performance and applicable implementation of action plans.
• Communications: Utilize appropriate communication to ensure consistent and timely distribution of information to staff and management. Ensure effective communication between all internal and external customers.
• Adhoc Projects: Support critical projects to completion, meeting deadlines and ensuring the final outcome is of high quality and best financial interest for the department/company.

Qualifications, Experience, and Skills:

• Bachelor's degree or equivalent work experience in the field of automotive customer satisfaction
• Minimum of two years of supervisory and project management experience in a dynamic work environment
• Must have good leadership, people management, and interpersonal skills with the ability to work with all levels of staff
• Must have good communication, presentation, problem-solving, and decision-making skills, multi-tasking, negotiations, critical thinking, and analytical skills along with exceptional planning and organizing abilities.
• Automotive technology/systems knowledge (product, warranty, field, and dealer operations)
• Automotive technical aptitude is a plus
• Knowledge of consumer rights and privacy law
• Proficiency in Salesforce (CRRS), MS Office, Outlook, Skype, iN and CICS

Working Conditions:

• Job duties conducted in an office/Call Center environment
• Heavy computer and keyboard usage
• Some minimal travel may be required for work-related conferences, field visits, and offsite meetings.

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.