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Lead Customer Service Mediator

2 months ago

Chino, California, United States American Honda Motor Full time

Who We Are

At American Honda Motor, we envision a future filled with innovation and opportunity. We seek individuals who possess the skills, determination, and aspirations to help us achieve our forward-thinking objectives.

Innovation is at the heart of our mission. We are dedicated to developing solutions that drive our success and empower individuals worldwide to pursue their ambitions. Our goal is to provide 'the joy and freedom of mobility' while striving for a 'zero environmental footprint' through groundbreaking technologies.

We invite qualified candidates with diverse experiences, a commitment to continuous improvement, and a strong work ethic to join our team.

Position Overview

The Mediation Specialist is responsible for evaluating and resolving pre-litigation and buyback disputes in accordance with company, state, and federal regulations. This role requires comprehensive research and analysis of relevant information to ensure that American Honda Motor's stance is upheld while prioritizing the interests of both the customer and the organization.

Key responsibilities include:

  • Conducting thorough assessments of cases based on state lemon law guidelines, including repair attempts and service duration.
  • Creating detailed timelines of repair histories for accurate evaluations.
  • Engaging with field personnel and dealer representatives to verify repair records.
  • Responding to legal correspondence regarding the validity of claims.
  • Coordinating final repair attempts in compliance with state regulations.
  • Negotiating settlements with customers and attorneys to foster customer loyalty as an alternative to vehicle buybacks.
  • Ensuring timely follow-ups and maintaining accurate case documentation.
  • Making informed decisions regarding vehicle replacements and buybacks.

Compliance and Coordination

In this role, you will also:

  • Research and compile necessary documentation for arbitration hearings.
  • Provide written communications outlining American Honda Motor's position to relevant agencies.
  • Prepare representatives for arbitration proceedings.

Qualifications and Skills

To be successful in this position, candidates should possess:

  • A Bachelor's degree or equivalent automotive experience.
  • A minimum of 2 years in a dynamic environment with the ability to manage multiple tasks.
  • Experience in case management and problem-solving, preferably within the automotive sector.
  • Knowledge of mediation processes and legal frameworks.
  • Strong analytical and reasoning capabilities.
  • Excellent verbal and written communication skills.
  • Proficiency in Microsoft Office Suite.

Working Environment

This position is based onsite and offers a collaborative atmosphere.

Benefits

American Honda Motor provides a competitive salary and comprehensive benefits, including:

  • Annual bonuses and industry-leading health plans.
  • Paid time off, including vacation and holidays.
  • A 401K plan with company matching contributions.
  • Opportunities for career advancement and professional development.

American Honda Motor is an equal opportunity employer and welcomes applicants from diverse backgrounds.