Description
Join Honda Powersports and Products as a Customer Service Case Administrator and elevate your career by ensuring the highest standards of customer satisfaction. This dynamic role is your opportunity to contribute to Honda's legacy of excellence and innovation.
Role Overview:
The Customer Service Case Administrator is committed to delivering exceptional customer support through thorough research, evaluation, and timely resolution of product-related cases. This role is essential in fostering trust and building long-lasting customer relationships while enhancing brand loyalty.
Top 3 Required Skills:
- Excellent Communication: Proficient in verbal and written communication.
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Warranty Systems: Knowledge of how warranty programs function, including claims processes, eligibility criteria, and warranty management for powersports products such as motorcycles, ATVs, and snowmobiles.
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Product Knowledge: Familiarity with the specifications, features, and functions of powersports products. This includes understanding the technical aspects and maintenance requirements of the vehicles.
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Field Operations: Insight into the operational aspects of powersports businesses, such as dealership operations, logistics, inventory management, and sales processes.
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Dealer Operations: Understanding of how powersports dealerships operate, including sales, service, customer interactions, and how they manage relationships with manufacturers and customers.
- Technical Proficiency: Skilled in computer systems, including Interactive Network (iN), Salesforce CRRS, CICS, and Microsoft applications (Word, Excel, PowerPoint).
Desired Skills:
- Powersports and/or Power Equipment technical or mechanical aptitude.
- Knowledge of dealer sales and service operations.
Key Responsibilities:
- Customer Prioritization: Effectively manage inquiries by utilizing efficient time management skills.
- Brand Loyalty Assessment: Evaluate customer interactions with a goal of achieving total satisfaction and loyalty.
- Informative Communication: Clearly present Honda's position, supported by comprehensive data and facts from all parties involved.
- Negotiation Techniques: Use negotiation skills to promote repurchase intent through mutually satisfactory resolutions.
- Personalized Goodwill Evaluation: Approach customer goodwill requests with a personalized strategy.
Daily Tasks:
- Conduct in-depth review, assessment, and resolution of product-related cases efficiently.
- Communicate and coordinate with customers, dealerships, field personnel, and management.
- Deliver accurate information about Honda's stance based on research.
- Utilize negotiation tools to facilitate satisfactory resolutions and encourage lifetime owner loyalty.
- Accurately document customer interactions in compliance with TREAD requirements.
- Assist in report evaluation and analysis.
Why Honda?
At Honda, we are driven by a commitment to innovation and excellence. Join us, and be part of a team that values your contributions and offers opportunities for advancement in a vibrant, dynamic industry.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
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