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Customer Service Team Leader
2 months ago
Legal Entity: American Honda Finance Corp.
Business Unit: American Honda Finance Corp
Division: Financial Services Division - ESC
Work Location: Honda Financial Services - Alpharetta, GA Office
Career Level: 4
Salary Range: $62,800 - $94,100.00
Job Purpose
American Honda Finance is in search of a Customer Service Team Leader for our Alpharetta, GA Service Center.
The Service Centers at AHFC play a vital role in the expansion of the organization by facilitating financing for Honda and Acura products. Each center encompasses four distinct functions to cater to our customers and dealers: sales, credit, collections, and customer service.
As the Customer Service Team Leader, you will oversee and guide a team of Customer Service representatives who address inquiries from customers. Your leadership is essential in ensuring the effective functioning of the Customer Service department, fostering an environment where the team can deliver exceptional service, surpassing customer expectations.
Key Responsibilities
Responsibilities include, but are not limited to:
- Overseeing the Customer Service Department
- Enhancing customer satisfaction by selecting, training, and mentoring team members for the customer service role.
- Conducting quality assessments and coaching team members to encourage adherence to established call protocols.
- Performing root cause analysis utilizing key tools to identify reasons for customer dissatisfaction and implementing corrective measures.
- Ensuring compliance with Policies and Procedures as well as other regulatory standards. Providing ongoing coaching to further develop team members.
- Adhering to relevant Compliance policies and procedures
Qualifications, Experience, and Skills
- BA/BS degree required; experience in the consumer finance sector preferred.
- 3-5 years in Customer Service or Customer Account management with strong leadership capabilities required.
- Prior supervisory experience preferred.
- Call Center experience is strongly preferred.
- Able to assess situations and make timely decisions even with incomplete information.
- Proficient in MS Office (Word, Excel, PowerPoint).
- Strong organizational and planning skills.
- Excellent written and verbal communication skills are essential.
- Ability to organize and motivate team members to achieve shared objectives.
- Bilingual proficiency in English and Spanish is a plus.
Salary Grade Range
- Grade Base Salary Range: $62,800 - $94,100
Compensation will be determined based on various factors including geographic location, work experience, education, etc.
Working Conditions
- Annual Bonus
- Lease Car Program
- 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
- Opportunities for advancement
- Career mobility
- Education reimbursement for continued learning
- Training and Development programs
- Wellbeing program
- Community service and engagement initiatives
- Product programs
- Complimentary beverages 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.
