Job Location : Alpharetta,GA, USA
Supervisor, Customer Service
Requisition ID: 4808
Location:
Alpharetta, GA, US, 30009
Workstyle: Onsite
Shift: 1st
Salary Range: $69,300.00 - $104,000.00
What Makes a Honda, is Who makes a Honda
Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals.
At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of power that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize the joy and freedom of mobility by developing new technologies and an innovative approach to achieve a zero environmental footprint.
We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.
If your goals and values align with Honda's, we want you to join our team to Bring the Future!
About this Position:
The Supervisor position is a pivotal role that supports our Customer Relations Power Products division. The candidate will supervise the Customer Relations Analysts team and manage escalated customer cases to ensure a seamless Lifetime Owner experience. As a key support figure, the coordinator will serve as the subject matter expert for our customer service department within the Power Products sectors. Additionally, the role involves managing staff schedules, overseeing team performance, and conducting training, all while reporting directly to the Assistant Manager of the department. This role is essential in maintaining our commitment to exceptional customer service.
Responsibilities include:
Supervise, monitor performance.
* Track cases and provide feedback, to improve efficiency offer feedback,
* Monitor Quality Assurance and live call monitoring.
* Maintain performance reviews. Track cases and provide feedback to Case Administrators II, to improve efficiency.
* Schedule meetings with team to discuss new strategies, reinforce protocols, and foster team engagement through constant communication.
Coordinate and conduct high priority cases activities.
* Ensure meetings are called with appropriate background information collected to support meeting agenda.
* Track cases to closure and ensure timely resolution for CR led cases.
* Ensure meetings are called with appropriate background information collected to support meeting agenda.
* Ensure required parties are notified (e.g. AHM Law/AG/BBB, etc.).
* Conduct MCR activities coordinated by the Escalation Specialist for high-priority cases.
De-escalation of customer contacts and cases.
* Conducting thorough review, research, assessment, management, and resolution of escalated product and service issues, ensuring courteous, precise, and prompt responses.
Facilitate training for Customer Service Administrator Level II roles.
* Aid in the development of training strategies for Customer Service Administrator II roles.
Who we are seeking:
Required Work Experience:
3-5 years minimum experience in customer service, call enter experience preferred.
Experience managing direct reports in a customer focused fast paced contact center environment to ensure group results.
Must be able to identify staffing issues and report to Assistant Manager.
Must be able to interface with all levels of management and foster a positive and harmonious work environment.
Strong decision-making, problem solving, time management, multitasking, negotiation, critical thinking, attention to detail, follow-up, organizational and analytical skills.
An understanding of engine, or lawn and garden product is helpful.
Required Education:
* College degree majoring in Business, Communication, or related field; two-year program with focus on business or customer relations; or equivalent work experience.
Desired skills:
Creating Teamwork: Promotes cooperation by contributing to the overall goals of the team and listening to others.
Values Relationships: Builds and maintains internal and external relationships.
Influence and Impact: Clearly organizes thoughts and uses logic as a basis for persuasion.
Developing Self and Others: Actively seeks to improve one's own knowledge and abilities.
Additional Position Factors:
* General working time is daily, 8:00am-5:00pm, Monday through Friday, in an office environment
* Up to 85% of the associates time is sitting while working at a computer, monitor, and phone.
* Occasional review of product features and technical specifications that may require inspection in the shop and first-hand use in the field. This may require pulling, pushing, bending, moving, and operating product.
* Workstyle: On-site
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.
Bring the Future
Honda is driven by a passionate workforce that is proud of the quality products we produce and the goals we aim to accomplish. Our associates charge forward through guidance of the Honda 2030 Vision: Lead the advancement of mobility and enable people everywhere in the world to improve their daily lives.
You're invited to
bring your skills, bring your background, and bring the future at Honda.
Apply today.
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