Customer Service Sr. Representative I

1 month ago

Chino, United States Honda North America Full time

What Makes a Honda, is Who makes a Honda

Hondahas 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 Mediation Specialist reviews and assesses pre-litigation/buyback dispute cases for resolution consistent with company, state and federal guidelines.

Thorough research and review of all pertinent information is required to ensure that AHM's position is reached in the best interest of the customer and the company, and to protect all parties from subsequent liability. Adherence to approved processes and guidelines is important to facilitate various transactions involving state and federal statutes. All such transactions must be completed within specified periods, and all actions related to assigned cases must be carefully documented. The position handles daily verbal and written communication with customers, attorneys, state agencies, HNA Law and Executives and Field Staff. It requires the ability to resolve delicate issues while staying within Honda policies and guidelines, with high emphasis on negotiation and problem resolution. The Mediation Specialist must review each case on its merits, and apply decision-making skills relative to customer retention, successful mediation and buyback appropriateness, while meeting state and federal guidelines. The Mediation Specialist is also responsible for making vehicle buyback decisions based on the above, and on a case-by-case basis.

Key Accountabilities

Performance Objectives

  • Review and assess cases in relation to state lemon law guidelines inclusive of repair attempts and days out of service.
  • Create highly detailed timelines of repair histories for proper assessment.
  • Extensive interaction with Field and dealer personnel, Field Technical Specialists and TechLine to ensure accuracy in repair histories.
  • Respond to attorney demand letters in terms of the appropriateness of requests.
  • Facilitate final repair attempts per state guidelines through extensive coordination with Field personnel and Field Technical Specialists.
  • Coordinate DPSM and Field Technical Specialist inspections.
  • Negotiate settlements with customers/attorneys in the interest of customer retention and Lifetime Owner Loyalty as an alternative to a vehicle buyback.
  • Ensure timely follow-up
  • Accurate case coding to ensure TREAD and technical compliance
  • Exceptional written communication.
  • Negotiate vehicle trades and replacement bids with dealerships.
  • Decision making for vehicle replacement/repurchase.
  • Obtain lien holder financial documents for payoff amounts.
  • Obtain signed releases for financial decisions.
  • Arrange for replacement vehicles with dealers and traffic assistants.
  • Research and prepare Field staff for small claims court hearings.

State/Vendor Case and Arbitration Hearing Coordination

  • Research and document all pertinent information prior to arbitration.
  • Provide written correspondence of AHM position to NCDS and State Agencies.
  • Coach AHM's representative for arbitration.
  • Conduct and/or participate in arbitration hearings (NCDS and State).

File Compliance and Time Management

  • Meet compliance and decision time allocations pursuant to case types.
  • Complete transactions in a timely manner per state regulations.
  • Ensure all cases are following timelines pursuant to State guidelines for specific cases.

Vehicle Management/Disposal

  • Ensure disposal is conducted in compliance with prescribed resolution and AHM processes.
  • Monitor vehicle disposal and repair facilitation per state guidelines.
  • Complete buyback vehicle market re-entry for dealer/Field/Technical Staff next steps.

Technical Training & Professional Development

  • Maintain knowledge of state regulatory agency guidelines as they relate to assigned areas.
  • Keep current with vendor processes/procedures.
  • Keep current with Honda/Acura vehicle technical developments.
  • Explore courses/information for personal and professional growth.
Qualifications, Experience, and Skills
  • Bachelor's degree or automotive equivalent work experience preferred
  • Minimum of 2 years of experience in a fast-paced environment with the ability to handle multiple assignments
  • Case management and problem-solving experience, preferably in the automotive industry
  • Mediation and/or legal knowledge/experience
  • Strong logic and reasoning skills
  • Knowledge of dealer service operations
  • Excellent verbal communication skills required
  • Strong business writing skills
  • Excellent organizational, time management and negotiation skills
  • Automotive technical aptitude
  • Proficiency in MS Office software (Excel, Work, PowerPoint and Outlook)
  • Working knowledge of Honda systems preferred (CRRS, EVRM and iN)
Working Conditions
  • Onsite
Benefits and Total Rewards


Total Rewards:

* Competitive base salary

Pay will be based on several variables that include, but not limited to geographic location, work experience, education, etc.
* Annual Bonus

* Industry-leading Benefit Plans (Medical, Dental, Vision)

* Paid time off, including vacation, paid holidays, sick time, and personal days

* 401K Plan with company match + additional contribution

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 Sr. Representative I

    2 months ago

    Chino, United States Honda Motor Company, Ltd. Full time

    AHMs Contact Centers actively support Hondas 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 Case Manager manages all Customer Service, Representative, Operations, Case Manager, Service, Customer, Retail

  • Customer Service Sr. Representative I

    4 months ago

    Chino, United States American Honda Motor Full time

    What Makes a Honda, is Who makes a Honda Honda has a clear vision for the future, and its 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...

  • Customer Service Representative

    4 weeks ago

    Chino, California, United States Ross Stores Full time

    Overview:Ross Stores is a leading off-price apparel and home fashion retailer in the United States. We are seeking a Career Opportunity as a Retail Associate to join our team.Job Summary:The Retail Associate is responsible for providing exceptional customer service, maintaining store appearance, and performing various tasks to drive business results.Key...

  • Customer Service Representative

    7 days ago

    Chino, California, United States Domino's Pizza LLC Full time

    Job OverviewAre you looking for a dynamic and fast-paced work environment? As a Customer Service Representative at Domino's Pizza LLC, you will play a vital role in ensuring our customers receive exceptional service. This is an excellent opportunity to develop your communication skills, learn about customer satisfaction, and grow with our...

  • Customer Service Representative

    3 days ago

    Chino, United States Caliber Collision Centers Full time

    Service Center Chino Valley JOB SUMMARY Caliber Collision has an immediate job opening for a Customer Service Representative to perform all-purpose duties, which may include, but not limited to greeting and providing extraordinary customer service to internal and external customers, monitoring work volume scheduled for the center and recommend load level...

  • Customer Service Representative

    7 days ago

    Chino, California, United States DSW Full time

    Join our Customer Service Representative team at DSW, Inc. in Chino Spectrum Tc, Chino, where you will play a vital role in delivering exceptional customer experiences and driving business results.Key ResponsibilitiesRespond promptly to customer inquiries and concerns via phone, email, and in-person interactions.Process customer transactions accurately and...

  • Customer Service Representative

    2 weeks ago

    Chino, United States ViewSonic Corporation Full time

    SupervisionReports to: Manager of Customer Service & ComplianceCome grow with us!Working at ViewSonic is a unique opportunity to do rewarding, meaningful, high-visibility work for a global leader in visual technology. At ViewSonic, we are celebrating 35 years of excellence, carrying on the same entrepreneurial spirit and innovation we've had since 1987. Our...

  • Customer Service Representative

    2 weeks ago

    Chino, United States ViewSonic Corporation Full time

    SupervisionReports to: Manager of Customer Service & ComplianceCome grow with us!Working at ViewSonic is a unique opportunity to do rewarding, meaningful, high-visibility work for a global leader in visual technology. At ViewSonic, we are celebrating 35 years of excellence, carrying on the same entrepreneurial spirit and innovation we've had since 1987. Our...

  • Customer Service Representative

    1 week ago

    Chino Hills, California, United States Wingstop Full time

    At Wingstop, we're looking for a skilled Customer Service Representative to join our team. As a Guest Service Team Member, you'll be responsible for delivering exceptional service by acting as the face and voice of Wingstop to all guests. You'll provide authentic, positive, and genuine experiences, interacting with guests by greeting them, answering phones,...

  • Customer Service Representative

    3 months ago

    Chino Hills, United States Circle K Full time

    Circle K - 14220 Chino Hills Pkwy [Retail Associate / Team Member] As a Customer Service Representative at Circle K, you'll: Provide prompt, courteous customer service and resolve customer issues on shift; Ring up all sales on cash register properly; Perform multi-function operation of fuel console, lottery machine, etc.; Inspect store facilities and...

  • Customer Service Representative

    7 days ago

    Chino Hills, California, United States Domino's Pizza LLC Full time

    About Us: Domino's Pizza LLC is a dynamic company that seeks a friendly and motivated individual to join our team as a customer service representative.">We are looking for someone with excellent communication and interpersonal skills to provide exceptional customer service to our customers via phone, in-person, or through online chat. The ideal candidate...

  • Customer Service Representative

    7 days ago

    Chino Hills, California, United States 7-Eleven Full time

    We are currently hiring for a Customer Service Representative to join our team at 7-Eleven. In this role, you will be responsible for providing top-notch customer service and achieving sales targets through effective communication with customers. You will also be responsible for maintaining a clean and customer-friendly environment in our store, ringing...

  • Distribution Customer Service Representative

    4 months ago

    Chino, United States NFI Industries Full time

    Overview: The Distribution Customer Service Representative carries out all customer service activities such as responding to inquiries, processing orders and receipts and handling complaints in a prompt, courteous and effective manner. Other responsibilities include answering/routing telephone calls, greeting visitors, scheduling and other clerical duties as...

  • Customer Service Representative

    7 days ago

    Chino Hills, California, United States Wingstop Full time

    **Company Overview:** Wingstop is a fast-casual chain of restaurants serving high-quality chicken wings and other savory items. As a Guest Service Team Member, you will be the face of our brand, interacting with customers to provide exceptional service.Job Description:Act as the representative of Wingstop in a positive, genuine, and authentic manner.Interact...

  • Customer Support Representative

    2 weeks ago

    Chino, United States Instep CA Group Full time

    Our Customer Support Representatives are the driving force behind creating exceptional experiences and delivering unparalleled service to our valued customers. Known for their passion, dedication, and commitment to excellence, our representatives consistently go above and beyond to ensure customer satisfaction.At the heart of our company is a people-first...

  • Bilingual Customer Service

    3 months ago

    Chino, United States PrideStaff Full time

    PrideStaff - 538689 [Customer Service Representative] As a Customer Service Representative at PrideStaff, you'll: Receive incoming service calls from around the country and try to solve the customers mechanical issues; Dispatch the territory service technician to the customer's location if the problem cannot be solved over the phone; Communicate issues with...

  • Customer Service Representative

    6 hours ago

    Chino, United States TEKsystems Full time

    Job DescriptionJob DescriptionDescription• Manage a large amount of Inbound calls, in a timely matter, while delivering great customer service. • Assist scheduling customers with appointments for Airbag recalls and provide dealership information. • Handle 30-40 Inbound calls per shift and support with questions on recalls, warranties, troubleshooting...

  • Customer Experience Representative

    1 week ago

    Chino, California, United States Sam's Club Full time

    **Job Title:** Customer Experience Representative**Salary Range:** $15-$20/hour, estimated annual salary: $31,200 - $41,600 (based on a 40-hour workweek and 52 weeks per year) in Chino, CA.We are looking for a talented Customer Experience Representative to join our team at Sam's Club. As a key member of our front-end staff, you will be responsible for...

  • Customer Service Specialist

    7 days ago

    Chino, California, United States Palm Beach Tan Full time

    Sales and Customer Service Representative NeededPalm Beach Tan is seeking a results-driven Sales and Customer Service Representative to join our team. As a key contributor to our success, you will be responsible for building relationships with customers, promoting our services and products, and achieving sales goals.Estimated Salary: $55,000 - $80,000 per...

  • Customer Service Representative with Excellent Communication Skills

    3 weeks ago

    Chino, California, United States EFP Staffing Full time

    Job SummaryWe are seeking a skilled Customer Service Representative to join our team at EFP Staffing. This role requires excellent communication skills, both verbal and written, as well as strong problem-solving abilities and attention to detail.Key Responsibilities:Customer Inquiries: Respond promptly to customer inquiries via phone, email, chat, or social...