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Customer Service Case Manager II

2 months ago

Chino, California, United States American Honda Motor Full time

About Honda

At Honda, we believe that our people shape our future. We are on the lookout for talented individuals who possess the skills, determination, and vision to help us achieve our ambitious goals.

Core Values
Innovation is at the heart of Honda. We are dedicated to developing cutting-edge solutions that drive our success and empower individuals worldwide to realize their potential. Our mission is to enhance mobility while minimizing our environmental impact through innovative technologies.

Position Overview
The Level 1 Team is responsible for managing intricate cases related to accidents, injuries, property damage, and compensation claims within the Contact Center framework.

The Level 1 Case Manager is tasked with reviewing and evaluating these complex cases to ensure resolutions align with company, state, and federal regulations. This role requires meticulous research and analysis of all relevant information to protect the interests of both the customer and the organization.

Key Responsibilities

  • Information Gathering: Collect and assess all necessary details to effectively address customer inquiries and concerns.
  • Case Management: Organize and prioritize case actions to ensure timely resolutions and enhance customer satisfaction.
  • Documentation: Accurately document and categorize cases to reflect customer issues and resolution efforts.
  • Compliance: Ensure accurate coding of incidents related to death, injury, and property damage to meet TREAD compliance standards.
  • Decision Making: Utilize experience and knowledge to make informed decisions that balance customer needs with company interests.
  • Policy Implementation: Apply company policies and procedures as guidelines for managing complex cases.
  • Professional Development: Engage in training programs to enhance skills and address knowledge gaps.

Qualifications

  • Bachelor's degree or equivalent experience in the automotive sector is preferred.
  • A minimum of 2 years in a customer-centric role requiring initiative and problem-solving skills, ideally within the automotive industry.
  • Strong analytical and reasoning abilities.
  • Familiarity with dealer service operations.
  • Exceptional verbal and written communication skills.
  • Excellent organizational and negotiation capabilities.
  • Ability to deliver outstanding customer service and facilitate positive outcomes.
  • Preferred technical knowledge of automotive systems.
  • Understanding of automotive TREAD reporting is advantageous.
  • Proficiency in MS Office, Salesforce, and related systems.

Work Environment
This position is based onsite.

Benefits
Honda offers a competitive compensation package that includes:

  • Competitive base salary, influenced by geographic location and experience.
  • Annual bonus opportunities.
  • Comprehensive benefit plans (Medical, Dental, Vision).
  • Paid time off, including vacation and holidays.
  • 401K plan with company matching contributions.
  • Opportunities for career advancement and professional growth.
  • Education reimbursement for ongoing learning.
  • Wellness programs and community engagement initiatives.

Honda is committed to diversity and inclusion, considering all 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.