Customer Service Administrator II (100229)

Job Purpose

AHM’s Contact Center actively supports Honda’s 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 Customer Service Representative II is responsible for non-pre-litigation case management. The role receives and documents customer concerns, gathers required information, provides routine responses using established procedures and approved guidance, and keeps customers informed of case status. The role accurately captures the Voice of the Customer and ensures TREAD coding is complete and compliant with requirements.

Key Accountabilities

• Receive, review, document, and perform research on campaign-related customer cases using established procedures; resolve routine matters within defined guidelines
• Communicate with customers, dealerships, and internal partners regarding routine case status, required information, and next steps; refer customer-requested escalations to the appropriate resource
• Provide customers with approved information and Honda’s established position based on documented facts, available records, and guidance
• Apply approved customer-service negotiation and case evaluation for resolution options within established business processes to address routine concerns and support customer satisfaction and lifetime owner loyalty

Qualifications, Experience, and Skills

• High School diploma or trade school certificate in Automotive Technology highly preferred. Equivalent work experience will be considered
• Minimum of 2-4 years in a customer-focused/Contact Center environment or automotive industry preferred
• Ability to follow established procedures, identify and document relevant facts, resolve routine issues within defined guidelines, manage time and multiple cases, communicate clearly, and recognize when a matter requires escalation
• Automotive related systems knowledge (warranty, product, field and dealer operations
• Excellent communication (verbal and written) skills
• Automotive technical/mechanical aptitude is a plus